HomeAdvisor

We would like to assure this consumer that our service does not in anyway use their company name in our ad words campaign, but rather specific tasks and geographical locations under which the listing in question appeared in our directory. As a previous customer, the listing in question contained...

previous ratings, reviews, their direct business number, and was reactivated due to the fact that their account had been "recycled" to explore the possibility of their re-enrollment. At this time we can confirm that the listing is in the process of being removed and will not further interfere with any of the customer's SEO results.

Due to the nature of this complaint we have not reached out to this consumer, but instead have made sure that they will not be contacted any further by our company by adding them to our "Do Not Call" list. While we were not able to locate any call recordings confirming that narrative described in...

this complaint, we would like to make it known that should the consumer be amenable to providing us the emails that they mention that contain any unprofessional language then we would be very interested in receiving them for further review, and if necessary, internal action. We would also like to clarify the fact that social security numbers are required to be provided as a part of the background screening that must be completed prior to becoming a member of our network. That information is never shared with any other party, is not viewable by any employee of our company once entered in to our system, and is stored in a secure 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.
Sincerely,
[redacted]

We have been in touch with this customer and are currently in the process of restarting their account with settings that are more congruent to that of their business needs. There were several aspects of our service that may have not been adequately explained to this customer during the sales...

process, and so we have been working to modify certain services, add others, and remove certain programs from their membership plan. At this time we have reached a tentative settlement with the customer and should be reinstating their account with their approved changes in the very near future.

Prior to receiving this complaint, one of our customer service representatives was able to make contact with this customer and resolve their concerns. We found that there had in fact been a misunderstanding regarding our billing plans and were able to amend the customer's outstanding balance. At...

this time we have parted ways with the customer on amicable terms.

I am rejecting this response because: the policy was not explained to me in full and all of the representatives tell the policy differently.  I'd honestly like to have my money back and discontinue business with home advisor.   This company has been far less then what I was told by the initial representative "[redacted]".  I was sold on the company because he said the would always Be direct point of contact.   I believe this is a practice of the company because the reviews of the company have all expressed my same complaints.  This is probably the reason when you call, they say this "May" be on a recorded line. That is just a way to make people think it's recorded and that they monitor their employees.  
Sincerely,
[redacted]

Per this consumer's response, we had been attempting to make contact through a different number on file for their account. Since that response, however, we have been in touch with this consumer and were able to guide them in the proper direction on how to resolve their concerns with the service provider in question. We have scheduled a follow up call with the consumer to pursue our internal review process on the service provider but are otherwise considering this complaint as closed.

Initial Business Response /* (1000, 5, 2015/11/06) */
We have been in contact with this customer are currently investigating the details of their complaint.
At this time, we are awaiting documentation that the customer has put together regarding their account. Once we receive this...

documentation, we will be able to take a more informed look at the circumstances and will follow up with the customer to reach an amicable solution.

Prior to receiving this complaint, our customer service department was able to reach this customer and address their concerns. At this time a refund has been issued to the customer for the charge in question and their membership has been cancelled per their request.

We have made multiple attempts to reach this customer regarding their concerns but have not been successful in that pursuit. While we are still willing to address and work toward resolving this complaint, at this time we must consider the matter closed until return communications are received...

from the customer.

Complaint: [redacted]
I am rejecting this response because: This company did not address my concerns.  After I called my bank and forced Home Advisor to refund my money, through a chargeback, they rebilled me that amount, plus 20 dollars and threatened to take me to collections.  They owed me a credit in excess of this refund amount.  When I called, their rep told me they would cancel this rebill amount and send me email confirmation of this credit.  I am still waiting for my email confirmation.
Sincerely,
[redacted]

Our customer service department was able to reach this customer and resolve their concerns prior to our office receiving this complaint. At that time a settlement was reached and the customer's account was cancelled per their request.

We have explained to this customer on multiple occasions that so long as they still have an active account with the same financial institution, their funds will be automatically transferred to their new account as opposed to the account that has been closed. We have also explained that this process can take up to 10-15 business days to be processed, and that at this time their funds are on their way.

We made several attempts to reach this customer but have not been successful in that pursuit. However, we did find that this customer had made a reasonable effort to ensure that his account had been cancelled prior to his account's renewal, and therefor have amended the outstanding balance on the...

account. At this time the customer's account with has has been fully cancelled with no remaining balance.

We would like to apologize for the unwanted contact from service providers that this consumer has received and to assure them that the issue has been addressed and resolved.We've found that a homeowner in our system had previously provided the incorrect number on their profile with our service quite...

some time ago, but recently submitted two additional service requests after logging in again with their email. We have removed this consumer's number from that profile, provided credit to the contractor's who were matched to this request, and are at this time considering the matter as resolved.

Although this complainant is a party other than the account holder with our company, we were able to reach the account holder and have resolved their concerns. A settlement was reached, a refund was provided, and at this time their account has been cancelled in full per their request.

Initial Business Response /* (1000, 5, 2015/11/25) */
We were able to reach this customer and have addressed their concerns.
There seems to have been a misunderstanding with the sales representative that signed this customer up with our service in regards to payment options. Due to the...

misunderstanding, we have reached a settlement with the customer and have removed them from our collections process.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They gave me my money back and called off collection agency

Complaint: [redacted]
I am rejecting this response because: They are liars and cheats. They did call to try to do an orientation, at that time we could not give the time to do the call so we told them we would just like to cancel the account. They never cancelled us and kept billing us. We did talk to them after they billed us over 700 dollars for a 3 week period of leads they had sent, 80% of which were out of our service area. At that time we agreed to pay for the leads we replied to a bit over 200 dollars, they rejected that and have kept billing us. We tried to be fair and pay but they are insistent on more then they deserve so now we will pay nothing. They did not try to reach us, in fact, they referred our account to a collection agency who called us and we referred him to our attorney.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am not sure at what point in my conversation you didn't understand that I wanted a full refund. I stopped trying to argue with your sales people since they were totally disregarding the fact that I insist my money be returned in full for a membership I DO NOT wish to use, due to the fact that your company mislead me about how it worked, how the leads worked, and how It would be worth it for me to use HomeAdvisor. THE ONLY refund I received was for a lead that I did not ask for!!! So, YES I deserve a refund. I do not accept this as solving the issue. Once you REFUND ME IN FULL FOR THE WHOLE YEAR OF MEMBERSHIP I PAID FOR ... OVER $300 Is the only way to resolve the issue. It is not my fault your company mislead my interpretation of how my membership would work. Please own up to your mistake and refund the money for my membership. I want to cancel and expect a full refund.
Sincerely,
[redacted]

Upon receiving this complaint and reviewing the customer's account, it was immediately apparent that prior to the complaint being filed our refund process was initiated but never completed. That process has since been completed, the refund has been processed, and the account has been cancelled in...

full per the customer's request.