HomeAdvisor

We have been in touch with this customer and were able to address and resolve their concerns.At this time a settlement has been reached, the outstanding balance associated with the customer's account has been amended, and their account has been cancelled as requested. We have apologized for any...

frustration that may have occurred as a result of this situation and wish the customer all the best moving forward.

In speaking with this customer and reviewing their account, we were quickly able to determine that there had been some confusion regarding the billing structure of our service, particularly in regards to our lead generation. We have apologized to the customer for any frustration that this situation...

may have caused, a settlement was reached, and we have since parted ways with the customer on friendly terms.

We were able to identify the cause of the excessive charges to this customer's account, have been in touch with them to discuss the situation, and were able to resolve this complaint. At this time the customer's account has been cancelled per their request with no outstanding balance and we have...

parted ways on amicable terms.

Although we have not spoken to this customer directly, we have sent them communication by email to confirm that their requested resolution has been provided. We have apologized for any inconvenience and/or frustration that occurred as a result of this situation but hope that the resolution provided...

will allow us to conclude this matter on amicable terms.

We have been in touch with this customer and were able to resolve their concerns. We found that there had been confusion regarding the control of the leads generated to their account, specifically in relation to quantity over periods where the leads were turned on after extended periods of having...

their leads on hold. As a result we were able to amend the outstanding balance on the account, cancel the account per their request, and have parted ways on friendly terms.

We have been in touch with this customer and were able to successfully address their concerns. We found that there were fundamental misunderstandings in regards to how our service is billed, as well as concerns regarding control over the amount this customer would spend as a member of our service....

In order to bring this complaint to an amicable resolution, we have amended the customer's outstanding balance and have cancelled their account in full.

We have been in touch with this customer regarding their concerns and were able to bring this complaint to an amicable resolution. In speaking with the customer and reviewing our records, we were able to determine that there were several issues that lead to the customer voicing their concerns in a...

short amount of time with our company, chief among them being misunderstandings regarding our billing and credit policies for the lead generation aspect of their membership. As a result, we were able to amend the balance that was associated with their account, have cancelled their membership per their request, and parted ways on friendly terms.

We were able to reach this customer and bring their concerns to an amicable resolution. In speaking with the customer and reviewing our records, we were able to determine that there had been some issues surrounding lead generation control during a period of time in which the customer was attempting...

to cancel their account. Although credit was issued to the account, their cancellation then occurred with a negative balance. As a result, we have issued a refund for the amount in question, and at this time we have parted ways with the customer on friendly terms.

Although we were not able to speak with this customer directly, we would like to use this opportunity to inform both the customer and the Revdex.com that the desired resolution has been provided.We would like to apologize for any confusion regarding the lead generation and billing structure thereof that...

comes as a part of a membership with our service, and upon review of this account we discovered that upon realizing our service works differently than originally understood, the customer made a good faith effort to cancel within the allowable time frame for a refund. In light of these circumstances a refund has been already been processed and should be reflected on the customer's credit statement within the next 10-15 business days. We would like to wish this customer and their company all the best moving forward, and we are at this time considering the matter closed.

Initial Business Response /* (1000, 5, 2015/09/08) */
We are currently investigating the issues named in this complaint, and have also made attempts to contact the contractor involved. At this time we are seeking all relevant receipts and police reports regarding this matter and will provide...

further updates as events warrant.
Initial Consumer Rebuttal /* (4200, 12, 2015/10/21) */
This case needs to be re-opened. I sent all the information they wanted to [redacted] on September 14, 2015 and never heard back from him. I emailed and called him multiple times and he never got back to me.
Final Business Response /* (4000, 14, 2015/11/17) */
We have had multiple representatives explain to this customer that we will not be able to further assist them in their dispute with the contractor in question.
The only documentation we have received was several pictures of a kitchen without appliances and a police report in which the reporting officer casts doubts on the story itself, as well as the accusation of theft on the part of the contractor. We have also made repeated attempts to reach the contractor to no avail. We can provide this documentation if necessary.
As we have no evidence that is substantive enough to warrant a payout from our company, at this time we would recommend that this homeowner pursue the contractor in small claims court or some other third party avenue.
Complaint Response Date bumped because: Holiday

While we once again extend our sympathy that this consumer has been the victim of bank fraud and/or identity theft, we must reiterate that our company does not hold any authority to reverse, dispute, or compensate any consumer for the criminal actions of a third party. As stated in our original response, we have advised this customer that they will need to address this concern with their financial institution as that is the entity that holds the authority to pursue the aforementioned actions.

We have been in touch with this customer and were able to address and resolve the concerns listed in this complaint. As a result of our conversation, we were able to reach a mutually agreeable resolution and settlement regarding the customer's previous account and at this time we have 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. (With this caveat)I would like to add this comment regarding the following statement from HomeAdvisor: "We can confirm that over the life of this customer's membership with our service that multiple jobs were won as a result of our leads". THIS STATEMENT IS CATEGORICALLY UNTRUE, AND HAS NO BASIS WHATSOEVER IN TRUTH, NOR CAN IT BE SUBSTANTIATED BY FACT! ( I have the records to prove that not one single job was closed from these leads).Having said that, I no longer wish to waste any more of my time with this matter.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:That is not accurate and is misleading. They will not give me my money back or I would leave them in a second. I agreed there for to shut off the bogus leads and see if the website would generate any leads like they sold me it would. It has been at least 3 weeks and the leads have been turned off and as I thought not one call or anything off the website. I have no faith in this company what so ever and I still feel they generate bogus leads and then bill the contractor. In cases where more than one contractor gets the same lead no one can tell if the lead is real because the contractor can talk to each other to talk about what happened to the lead.
Sincerely,
[redacted]

As has been explained to this customer both over the phone and in email, our agreement with our credit card vendors stipulates that all refunds for payments made on a credit card be processed back through that original form of payment. This customer's refund has been issued to their former financial institution, and they will need to check with that company in regards to how their payment will arrive, although it will presumably come as a check from that entity.

In speaking with this customer and reviewing our records, we were able to determine that there had been some confusion during the sales process that lead to issues with our billing platform very early on in the customer's membership with our service. After holding a productive conversation regarding...

their concerns and the events that lead to this complaint we were able to reach a resolution with the customer, have processed a refund, and at this time the customer's has account has been cancelled in full 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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/20) */
We were able to reach this customer and have addressed their concerns.
We discussed our credit system, as well as the guidelines by which lead credits are issued as a part of membership with our service. We have provided credit to this...

customer's account and at this time they remain an active member of our network.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They credited everything I asked for. I am keeping a closer eye on my account and understand their processing now.

Complaint: [redacted]
I am rejecting this response because: They called me once...

trying to stay with the company and offered $200 credit. I asked to completely remove me from the company's profile and refund me for annual membership. Asked to get a contact from supervisor and only got a call a month after! Terrible, unethical way of doing business ! 
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,
[redacted]