HomeAdvisor

Initial Business Response /* (1000, 5, 2015/06/22) */
We were able to contact this customer and discuss their concerns.
Prior to calling this customer, our investigation into the matter revealed that there were in fact numerous irregularities involved in this account. It seems that these...

irregularities, involving both coverage area and task selection, could be traced back to a sales rep that is no longer with our company. In order to show good faith and part ways on amicable terms, we have issued a full refund to this customer.
Initial Consumer Rebuttal /* (2000, 6, 2015/06/23) */
From: H2 Construction (mailto:[redacted]@live.com)
Sent: Thursday, June 18, XXXX X:XX PM
To: [redacted]
Subject: FW: Confirmation from HomeAdvisor
[redacted],
I would like to report that I have been contacted by Home Advisor concerning my complaint. Along with their apologies, they have cleared my account. I appreciated having the opportunity to be heard in this matter.
Thank you for your help.
Sincerely, [redacted]
H2 Construction, LLC
702 W Walnut
Waverly, MO XXXXX
[redacted]@live.com
PH: XXX-XXX-XXXX
F: XXX-XXX-XXXX
[redacted] & [redacted]

We have been in touch with this customer and were able to address their concerns. We found that there were issues involving timing for when the customer had requested that his leads be turned off. While our records show that lead generation was turned off at the customer's request, the customer...

states they had requested their leads be turned off prior to several further charges being processed. In light of the confusion, we were able to reach a settlement with this customer and have parted ways on amicable terms.

Initial Business Response /* (1000, 9, 2015/10/09) */
After speaking with this customer, we confirmed that there was in fact an error made in regards to the coverage area associated with their account which effected their lead flow and volume. In order to part ways on friendly terms, we have...

provided a full refund.
Initial Consumer Rebuttal /* (2000, 10, 2015/10/13) */
Home Advisor called and refunded more than we were requesting. It was ultimately handled well and we are happy with their decision.

We would like to assure this consumer that their contact information has not been passed on, through, or sold by our company in any capacity since they submitted a service request in on our website in 2015. The consumer's information was placed in our "Do Not Call" list per their request more than a...

year ago, and since that time our records show/prove that we have had no involvement or engagement with them or their information whatsoever until their call to us regarding the concerns in this complaint. During this call, the consumer provided us with the number that made the unwanted call to them and we found that it was not associated with any known member of our network.While we regret that this customer is being solicited by service providers that may be using our company's name in an unauthorized manner, the customer are free to use this written response as evidence and/or reassurance that our company is not involved.

We have made multiple attempts to reach this customer but have not yet been successful in contacting them. The direct contact information for the party handling this complaint has been provided to the customer in multiple voicemails and at this time we remain optimistic that we will have the...

opportunity to resolve their concerns on amicable terms.

Complaint: [redacted]
The settlement amoubt was never "agreed" on. It was the amount that was offered after having to wait to hear from upper management and the "accounts receivable" department. The settlement amount was what was told we would be recieving since you were charging me the additional service charge which mysteriously was close in amount to the amount that you expected me to pay when I did not owe anything. While you may feel that the matter is closed I do not!
Sincerely,
[redacted]

Upon investigating the situation described in this complaint it became evident that instead of being marked for "future needs" as described, multiple service requests were instead submitted on behalf of this consumer. Our customer service department has apologized for this error, we have informed...

the service professionals that were matched to those requests that the consumer does not wish to be contacted further and they received credit to their accounts, and we have marked this consumer's information as do not call in our database.

We were able to reach this customer and have addressed their concerns. We found that the customer had in fact made a reasonable effort to cancel his account prior to being billed for a membership renewal in our system. In light of this, we were able to amend their outstanding balance that resulted...

from the credit dispute, no collections activities were pursued, and we have cancelled their account in full. At this time we have parted ways with the customer on amicable terms.

Due to the nature of this complaint we have not attempted to contact this consumer, but we do have information to provide.The option of not being contacted about projects in our service request process is in regards to future emails about helpful project tips, and does not actually exclude the...

person making the service request from being matched with or contacted by local service professionals. We apologize for this confusion, have placed this consumer's name on our do not contact list, and they should not be receiving any further contact from our service. We would also like to add that outside of our service request process, consumers are always free to browse our directories based on locale and work category without providing their contact information or being connected directly to contractors.

Since receiving this complaint our customer service department has been in touch with this customer and were able to negotiate a settlement regarding the balance on this customer's account. At this time their account has been cancelled per their request, there is no balance owed, and no collections...

activity was pursued.

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted]. I was refunded the amount paid for the initial membership.
Sincerely,
[redacted]

We have not yet had the opportunity to discuss this complaint with the customer, but remain optimistic that we will be able to reach them and resolve their concerns.

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,  it took forever and the company takes more money then the businesses receive
[redacted]

Upon researching this customer's concerns and contacting them in order to clarify the situation, we were able to address and resolve the issues this customer had as listed in this account. At this time credit has been applied to the account in order to adjust for the charge reversals filed by...

the customer, there will be no future charges, and the account has been cancelled in full as requested. We have apologized for the confusion that lead to this complaint and wish the customer and their company all the best moving forward.

Initial Business Response /* (1000, 5, 2015/11/13) */
Upon investigation we confirmed that this customer's coverage area was not properly set on their account. As such, we have agreed to wipe their outstanding balance and have removed them from all collections activity. We have closed this...

customer's account and have parted ways on friendly terms.

I am not rejecting the settlement nor this statement but I want the truth told in that I did not have problems reaching the correct department..The truth is, I had reached the correct department, Home Advisor had admitted to negilgence on their part but were extremely slow in getting the refund done..It actually took over 60 days to do a credit card refund, which is why I was forced to file the complaint..Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Although we have not been in touch with this customer since receiving this complaint, we would like to take this opportunity to apologize for the circumstances that lead to this complaint and to let the customer know that their desired resolution has been provided to them.Our records confirm that...

the customer made a good faith effort to cancel their account within the allowable time frame in which to receive a refund, and as such, that refund has since been processed. The customer can expect those funds to be reflected on their credit card statement within 10-15 days of this response, there will of course be no future charges, and we wish this customer and their company all the best in the future.

Initial Business Response /* (1000, 8, 2015/07/07) */
We have successfully spoken with this customer and addressed their concerns.
We have found that this customer's expectations of our service may not have been properly set during the sales process, and that it may not have been clearly...

communicated as to the proper avenues to request credits for leads that fall under what we consider legitimate credit constraints. In an effort to part ways on friendly terms, we have both wiped the balance that remained on their account and issued a full refund for the amount that they spent with our service while they were a member. We will also be conducting our own internal investigation in regards to this customer's experience with our service to improve in the future.

Upon investigating the allegations made in this complaint we were able to confirm their validity and have taken a proper course of action. At this time the contractor in question has been removed from our network and we are making further inquiries as to how and/or why the charges were not included...

on our initial background screening results.

We have made multiple attempts to reach this customer but have not yet been successful in that pursuit. We still hope to eventually discuss this customer's concerns with them and are optimistic that we will be able to bring this complaint to an amicable resolution.