HomeAdvisor

Since the filing of this complaint our customer service department has been in touch with this customer and were able to address their concerns in regards to the reviews appearing on their profile. During this process our Ratings and Reviews team has made multiple attempts to reach the...

consumers whose information was provided to us by this customer, and since the filing of this complaint we were able to reach several more of them and have added positive reviews from satisfied customers as requested. Per our established process and in order to preserve the integrity of our rating and reviews, we must make direct contact with a homeowner in order to post a Consumer Verified Review that was not facilitated through our service request process. While it is unfortunate that we are at times unable to make contact with homeowners to obtain a review, we are always willing to attempt contact with newer consumers for whom a contractor has completed a more recent job in the pursuit of keeping their reviews current and up to date. At this time the customer remains an active member of our service network and we look forward to fostering a productive business relationship between our two companies.

As we stated in our previous response, this customer's account has already been closed with no further balance owed, has long since been pulled from collections, and the customer incurred no negative marks on their credit. As there is at this time nothing further to address regarding this complaint, we are considering the matter closed.

Prior to receiving this complaint our customer service was able to review the situation and has since provided the requested resolution. At this time a full refund is being processed, there will be no future charges, and the account has been canceled in full.  We would like to...

apologize for any frustration that this customer experienced as a result of these circumstances and will be further investigating this situation on an internal level.

Complaint: [redacted]
I am rejecting this response because: I have not been able to get ahold of the home advisor representative as of yet to resolve this issue.
Sincerely,
[redacted]

Our customer service department has been in touch with this consumer and has explained our policies as related to the Customer Rewards Program in question. Since that time a rewards check has been processed, and if it has not already arrived should be delivered shortly.

We have made multiple attempts to reach this customer and left several messages regarding this complaint, but have not yet been able to discuss this complaint. We remain optimistic that we will be able to touch base and adequately address their concerns.

In reviewing our records and speaking with this customer, we were able to determine that their company's specialty falls under a category for which our system requires a state license, and therefor we were not able to provide the leads to the customer that they were seeking. While their specialty is...

categorized as such for our service's purposes, their services do not fall under a category for which the state in which they operate requires a license. Due to this one-off scenario, our company was not able to provide the service the customer had agreed to when signing up for our service. We found that the customer was diligent in informing us of this situation very early into their account life, and as such, we were able to reach a settlement regarding their membership fee and have 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 are also currently investigating the allegations as to the conduct of our representative and will be pursuing...

disciplinary action as deemed necessary by the results of that investigation.  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.

Although normally we would not contact a consumer whose complaint is in regards to a Do Not Contact request, given that volume of contact that this consumer received we have been in touch with them to make sure their concerns were properly addressed. Upon reviewing our system and confirming...

that the customer's information had been scrubbed from our database, we were able to determine that the communications the consumer was receiving were from an outside party attempting to use our company name to bolster their validity. We have communicated this along with our best advice on how to handle such a concern to the consumer through both phone and email communications, and while we are glad to answer any further questions they may have, we are at this time considering this matter closed.

Per our previous response, this customer agreed to the settlement as offered by our company during our last contact. A refund was provided for the amount discussed and we consider this matter closed.

Initial Business Response /* (1000, 5, 2015/10/28) */
While we were able to reach this customer and did have a conversation with them regarding their concerns, we were not able to reach a resolution.
The customer informed us almost immediately that if we did not concede to their demands in...

their entirety on the spot that they would consider the call a waste of time and end the conversation. While we are willing to discuss credits and/or refunds for certain charges that might fall within our guidelines for those actions, we maintain the validity of the the charges associated with their account, and therefor were unable to comply with that request.
Though we requested time to further investigate their situation internally and reconnect with the customer afterwards, that offer was declined, and we were informed the customer would be out of the country this week and not able to communicate. We do still hope to make contact with this customer upon their return and continue working towards an amicable resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've explained to this business that my time is far more valuable to me than any amount of money that could ever be refunded. The fact that I have to continue to defend my requests for a refund and invest time in something so simple is ridiculous! I've been patient. A full refund of all fees paid to Homeadvisor should not be too much to ask. When I have a dis-satisfied customer I make it a point to resolve their issue in the fastest most convenient way possible and I simply ask the customer what it will take for them to be satisfied. Then I apologize and do exactly what the customer asked for provided it's doable. A full financial refund still leaves me out 40 hours of my time. How is this so difficult?

Initial Business Response /* (1000, 5, 2015/10/05) */
We have been in touch with this customer, but have not yet been able to reach a resolution. We will be investigating their concerns internally and will be reaching out again this week to further discuss this complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They have not tried to call me, the only response I have gotten from them is the attached email that says that they are sending me to a collections agency for money that we do not owe them.
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.
I appreciate [redacted]'s response and willingness to communicate by email. The situation has been resolved to my satisfaction. Because of [redacted]'s actions, I will leave the possibility of doing business with HomeAdvisor in the future a possibility.
Sincerely,
[redacted]

Although we have not been able to make contact with this customer after multiple attempts, we would like to use this opportunity to address their concerns and to relay that their requested resolution has been provided. Upon reviewing our records it was readily apparent that the customer did in...

fact request a cancellation and refund very early on into their membership. We would like to apologize for the confusion that occurred throughout the subsequent events as described, and can at this time confirm that the refund has since been processed per the customer's original request. Those funds should be reflected on the customer's credit card statement within 10-15 business days from today's date, and we wish the customer and their company all the best in the future.

We have not yet been able to establish contact with this consumer but do have information to provide. Per our terms and conditions, the background checks that our company performs prior to allowing a company to advertise with us includes licensing at a state level. We do not make any guarantees...

regarding registration at a local level, nor do we have any capacity to act as a regulatory agency regarding the quality of work performed or requisite permits being filed once the consumer has entered a contract with their service provider. At this time we must advise the consumer that should they have an ongoing concern related to the job that was performed by the contractor they hired, their best course of action will be to pursue to contractor directly through an outside resource such as small claims court.

We have made multiple attempts to reach this customer but have not yer been able to contact them in order to discuss their concerns. The direct contact information of the party handling this complaint has been provided to them in multiple voicemails, and still we look forward to the opportunity of...

bringing this situation to an amicable resolution.

Complaint: [redacted]
I am rejecting this response because: my phone is currently not working will be receiving a new phone in a few days. I will return call asap. I have attempted to call back and left a message, then my phone broke. 
Sincerely,
[redacted]

As mentioned in our previous response, our office fully executed our established Problem Resolution process in regards to this customer's concerns with a project performed by the contractor in question. While we will always make a concerted effot to mediate an amicable resolution between contractors and homeowners in disputes involving work quality, we do not hold any power, responsibility, or regulatory capacity to guarantee the work performed by a service provider. More on this can be found in our terms and conditions available here: http://www.homeadvisor.com/terms/ After receiving no response from this homeowner in concluding the aforementioned process, the matter was considered closed. Additionally, we would like to reiterate that the contractor in question is no longer a member of our service.