HomeAdvisor

Initial Business Response /* (1000, 5, 2015/10/07) */
We have not yet been able to discuss this complaint with the customer, but we will continue our efforts to contact them in the hopes of reaching an amicable solution to their concerns.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I revived a voice mail but was unable to speak with anyone once I had returned thieir call.
Final Business Response /* (4000, 15, 2015/11/24) */
We will again attempt to reach out to this customer in order to resolve this complaint. If we are unable to make contact on 11/25/15 we will follow up after the holiday.

Prior to receiving this complaint, one of our customer service representatives had already reached this customer and addressed their concerns.There seems to have been a misunderstanding regarding our annual membership fee in that the customer was under the impression that it was for a background...

check as opposed to enrollment in our lead buying program. Leads were sent to this customer per our normal membership plan, but when we were made aware of the confusion, the leads were credited but the membership fee itself had not been addressed. As a result, we agreed to amend the outstanding balance and have since parted ways on amicable 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.
Home Advisor has contacted me we have agreed on settlement. I wish to withdraw complaint.  thank you [redacted]
Sincerely,
[redacted]

In speaking with this customer and reviewing our records, we found that the customer had in fact attempted to cancel their account within the allowed period of time for a refund, but that there had been a delay in reaching the correct department. As such, we have refunded the customer's membership...

and have parted ways on friendly terms.

As mentioned by the customer in this complaint, prior to their filing with the Revdex.com our customer service department had been in touch with this customer and were able to address their concerns.The requested refund has already been processed on our end, and further updates on the arrival of the funds...

will need to come through the customer's credit card company. We have apologized for any frustration that may have stemmed from this situation, the sales process used in the customer's enrollment is currently under review, and the account in question has since been cancelled per the customer's request.

After reviewing our records we were able to determine that while our customer service department had previously addressed this customer's concerns and provided credit to their account, there had been one remaining charge that was not compensated for that resulted in the account being sent to our...

collections process. We have been in touch with the customer to apologize for this transgression, have cleared the balance associated with their account, removed them from any collections proceedings, and have parted ways on friendly terms.

Complaint: [redacted]
I am rejecting this response because: The Home Advisor Company is ignoring the fact that THEY billed me incorrectly. I never had any dealings w them nor have I even heard of them prior to them billing me. They had no right to charge me and they need to credit me for unauthorized charges. They are claiming I am a victim of fraud. They are the ones who fraudulently charged my bank account for a service I did not receive. I will not let them take advantage of this wrongful charge and will continue my claim until I am credited. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Yes I did receive a refund of payment almost a week after filing this complaint it took over 3 1/2 weeks and each time I called I was lied to. Such as it will be refunded 7-10 days then up to 14 then don't know then they are backed up on refunds so at least 3 weeks. What is more important to me than anything is receiving a apology for being Lied to by the salesman in the boiler room in New York, lied to by managers over and over. I FEEL a official apology for the lies. This is more important to me than the money. I am waiting for a official apology for the misconduct of their employees.

Prior to receiving this complaint, our customer service department was able to resolve the concerns as listed in this complaint. The charges in question had been made as a result of updates to our subscription model, something that had been addressed in an email that was sent to all account holders...

whose membership was affected by the change. We have apologized for the misunderstanding in this situation, have amended the customer's billing structure, and at this time we are pleased that the customer remains a valued member of our network.

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 just received the call and was assure to correct the issue. thank you for your help and to them for taking care of my issue 
Sincerely,
[redacted]

Both prior to and since receiving this complaint our customer service department has been in touch with this customer and attempted to resolve their concerns. Our records document that there was extensive account activity on the part of the customer, that detailed explanations of the nature of...

our service and billing structure was provided to the customer by multiple tenured members of our team, that a significant amount of credit was applied to the customer's account over the life of their membership, and that the account in question has since been cancelled in full with no further balance owed. Given these circumstances we do not find the demand for a refund to be warranted or supported and at this time we are considering the matter closed.

We have been in touch with this customer and were able to explain the policies that resulted in this complaint being filed. We were able to reach an agreement with this customer regarding compensation for the lead/credits in question and at this time are pleased to have the customer as an active...

member of our network.

Prior to receiving this complaint, our customer service department has been in touch with this customer and was able to resolve their concerns. We at that time apologized for any confusion regarding our autorenewal policy, a settlement was reached, and their account has since been cancelled in full...

per the customer's request.

This complaint is in regards to an ongoing dispute between this customer and a homeowner for whom the customer performed a service, and more specifically, a review that has been posted to the customer's profile by that homeowner.As stated by the customer in this complaint, multiple employees of our...

company including members of our management team have explained to them that per our terms and conditions in regards to the integrity of our ratings and reviews, the opinion and/or experience of the homeowner in question is theirs to share. Our service is under no obligation to amend the review as it is currently written, and as this has been fully explained to the customer, we are considering this matter closed.

I am rejecting this response because, I don't want my business name associated with this"business's" website or it's flawed and frankly repulsive practices! I truly believe that what I requested for (as a result of there practices) was unfair or excessive. I have taken further action with my congressman and will continue to make my opinions of this "business" know via social media and word of mouth. I no longer expect this issue to have my desired end result.
Sincerely,
[redacted]

We have been in touch with this customer and were able to resolve their concerns as listed in this complaint. In speaking with this customer and reviewing our records, we were able to confirm that there had been some confusion in regards to the date that the customer would begin receiving leads....

Because this customer was out of the country following their enrollment into our service, we determined that they had been both unaware of and unable to respond to the leads that were being provided to their account. As a result, we were able to amend the balance that had been associated with the customer's account and have cancelled it in full per the customer's request. While at this time we have parted ways on amicable terms, we remain hopeful that we may have the opportunity to work with the customer again in the future.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We have been in touch with this customer and were able to address their concerns. We have apologized for the issues that they experienced regarding the tasks of the leads they were receiving, credit was applied to their account, and a followup call to further discuss their settings was scheduled but...

we were not able to connect to the customer for that call. At this time to prevent further charges, their account has been placed on hold until that call is completed, but we look forward to continuing to work with this customer in the future.

We have been in touch with this customer and were able to hold a productive conversation regarding our service, their account, and the circumstances that lead to this complaint. A settlement was reached, we have closed their account per their request, and at this time have parted ways on friendly...

terms.

We made an attempt to reach out to this customer but were not successful in discussing their concerns. Our call was made to the same telephone number listed on both this complaint as well as our internal records, but once our representative identified themselves as responding to this complaint...

they were informed by the party that answered that they had reached the wrong number. Should this customer still wish to discuss their concerns with us we will be more than happy to address them, but would also like to note that the customer's records indicate that all leads provided to their account were called and contact was made on many occasions. Additionally there was at least one job was won as a result of these leads, the customer agreed to our terms and conditions via our "VoiceLog" system that outlines our service's billing structure, and at this time we consider the outstanding balance to be valid.