HomeAdvisor

Revdex.com:
Home Advisor has not reached out. I have had several calls from a collection agency with varying amounts Home Advisor is willing to settle their claim. As I have stated before, Home Advisor has not provided the service they implied they would. Repeated calls to Home Advisor have proven useless and a waste of time. I attach my previous correspondence to which Home Advisor has made no response. I opened my  account with Home Advisor on April 22nd, 2016 and asked to cancel on May 11th, 2016 due to no response. I have also attached emails sent to Home Advisor requesting assistance. 
Sincerely,
[redacted]

We have been in touch with this customer regarding their concerns and are currently in the process of ensuring that our service's policies are adequately explained and that our business relationship will be beneficial for both parties as we move forward. At this time we have scheduled a followup...

for a more detailed conversation to outline plans and settings for the customer's account that will be more fitting of their business needs and are pleased to still count them among our valued network members.

Initial Business Response /* (1000, 8, 2015/08/13) */
We have been in contact with this homeowner regarding this complaint and have researched the situation, including reviewing documentation provided by the homeowner.

Based on our research we have decided to remove the contractor from our...

network. In addition, to assist the consumer, we have agreed to reimburse the them for the damages caused by the contractor.
Initial Consumer Rebuttal /* (2000, 11, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They stood up to the plate and took responsibility for the action of the contractor. Satisfied with settlement.

Although we have not been in touch with this complainant since receiving this complaint we do have information to provide. Although the account in question is under the name of another party, our review of the account revealed that while there had been a lead generated to the account in the...

time since a previous complaint was filed, it was the only charge levied against the account and was billed once a 90 day hold on lead generation had expired. As a courtesy we have credited the balance that resulted from that lead, and per the requests on file from the account holder we were also able to cancel the account now that the balance has been cleared.We would like to apologize for any confusion that came from this situation but can assure this complainant that there will be no future charges, that the account has been cancelled in full, and we are at this time considering the matter closed.

In cases of fraud and/or identity theft, investigative efforts conducted across a multitude of industries show that in nearly all cases, while personal information may have been used, the contact information of the victim is not used as the means of communication between the suspect and the company...

providing the service. As both the email address and phone number of this complainant match the information provided to our company for the account in question and the fact that conversations and actions taken in regards account activity atypical of fraudulent behavior and/or cases of identity theft, we are at this time considering the claim being made in this complaint to be unfounded. Should this complainant wish to pursue and/or support the assertions made in this complaint we would request that they provide to our company a police report along with supporting evidence that their personal information has been compromised. Until that time we will be considering the outstanding balance as valid and this matter as closed.

We have been in touch with this customer and were able to discuss their concerns.We found that there was confusion regarding the membership fees associated with our service. The annual membership is a part of every account that we sell, but there is an additional feature that is offered free for a...

member's first month, and then is billed each month beyond that. To rectify the misunderstanding, we have provided credit to this customer's account, and at this time they remain a valued member of our network.

Over the life of this customer's multi-year membership with our service, they have filed multiple complaints with the Revdex.com and have made continuous threats of media escalation regarding longstanding company policies that have been exhaustively explained to them. Both the...

employees and management teams of multiple departments have made every effort possible to accommodate this customer's requests, up to and including the application of a substantial amount of credit to their account despite the customer having won an array of jobs as a result of our service. Per our terms and conditions, our company, in its sole discretion, reserves the right to terminate the membership of any customer at any time for any reason. As it has become apparent that our service is not a mutually beneficial fit with this customer's business needs, we have chosen to exercise that right and are firm in our position that no refund is warranted or due to this customer. At this time their account has been cancelled in full with no further balance owed and we are at this time considering this matter closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] after speaking with a gentleman  from Home Advisor  we came to a mutual agreement and I am 100% satisfied with the outcome.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/10/09) */
Though we have not been able to make contact with this customer, we have left messages explaining the situation.
We had previously provided a refund to this customer, and after that refund had been processed, a dispute was filed to reverse...

the original charge. Essentially, this customer has received their money back twice, thus the outstanding balance. We have explained to the customer that in order to wipe the balance, they will need to instruct their bank to cancel the chargeback.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We disputed the charges on our credit card BEFORE we were refunded, that is what prompted the refund.(see attached credit card statements: date of dispute:06/27/14,Date of refund:07/09/14). The company should have worked through the credit card dispute process instead of double refunding us. Since then we have contacted Home Advisor multiple times to correct the situation (08/03/15;09/18/15;09/22/15;09/30/15 etc.!!!) On 09/30 We spoke with [redacted] at Home Advisor and provided a credit card number. He assured us the situation would be corrected. THE FOLLOWING WEEK WE RECEIVED MULTIPLE CALLS FROM BOTH HOME ADVISOR AND THE COLLECTIONS COMPANY!!!!! This is beyond absurd. Not only is this company a fraud to begin with, we are still dealing with a double refund in which the company can not get corrected. We have wasted way too much time trying to get this rectified.
This is terrible customer service. If the company cannot reverse one of its double credits or cannot charge the credit card that we provided, we are at a loss for how to proceed. What else can we do??????? We feel this is turning into harassment.
Final Business Response /* (4000, 12, 2015/10/20) */
When we originally processed the refund for this customer, they did not inform us that they had processed a charge dispute with their bank. Since we provided the refund, the customer could have reversed their charge dispute at any point or could have informed our office of the situation prior to being sent to collections. They were sent notifications prior to being sent to collections via both email and USPS.
Given that this customer's account has already been sent to the collections agency and our company has since incurred the fees associated with that action, we can only recommend that the customer make their final payment with that agency. This would close the matter entirely for both parties.

Initial Business Response /* (1000, 5, 2015/10/20) */
This customer has brought to our attention some concerns with their "contact us" functions on his website that was purchased through our company. We are currently in discussions with the customer regarding compensating him for these malfunctions...

and are working internally to correct them.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Several months ago and prior to this complaint being filed, our customer service department was able to get in touch with this customer after receiving an email through our "Pre-Revdex.com" process. At that time our service was thoroughly explained, a large amount of credit was applied, and this customer...

chose to remain an active member of our network. As we feel that as though the concerns listed in this complaint were adequately addressed and resolved at the time of the previous conversations, we have since processed a refund for the negative balance that remained on their account as a result of the aforementioned credit, have cancelled their account per their request, and are at this time considering this matter closed.

Initial Business Response /* (1000, 5, 2015/12/10) */
We were able to reach this customer and have addressed their concerns.
We found that there were several aspects of our billing system that contributed to this misunderstanding. While speaking with the customer we were able to clarify why the...

account was charged the way it was and were able to adjust their account in order to prevent similar issues in the future.
We have adjusted the balance that was associated with the customer's account and at this time they remain a member of our network.

We have not yet been able to reach this customer to discuss their concerns but have left multiple messages that include the contact information of the party handling this complaint. We remain optimistic that we will be able to resolve this customer's concerns and will update our response at that...

time.

We have again been in touch with this customer and have done all that we can do in regards to their complaint. Over the life of their account, we have gone above and beyond our normal credit policy as a courtesy to this customer and have provided credit for over 60% of the leads that they were sent. We reminded this customer that as a form of advertising, we cannot guarantee contact with every lead they receive, thus the reasoning behind our credit system. The customer also stated that they have seen a positive Return on Investment as a result of membership with our service, but that the return was not high enough for their liking. Despite the fact that this customer stated that they will not inform the Revdex.com that their complaint was resolved, we have already credited for the amount requested in the complaint. At this time we have cancelled their account in full and consider the matter closed.

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]

In speaking with this customer, we were able to clarify the discrepancy between the customer's understanding of our membership fees versus how they are defined by our terms and conditions. While the customer had been under the impression their initial membership charge had been a one time fee, it is...

actually a reoccurring yearly fee for membership that is billed on an annual basis. In light of this, the customer informed us that they did not wish to renew that membership, we were able to reach a settlement, and at this time we have parted ways on friendly terms.

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns. Credit has been applied to their account, their settings adjusted, and we pleased that we are still able to count this customer among our active network members.

Our office did receive the emails mentioned in this complaint and we were able to have an exchange with this consumer regarding their concerns around the same time this complaint was filed. After consulting with our tech department, we were able to determine that several newly hired sales...

representatives had been mistakenly assigned an extension that unfortunately matched the number for this complainants office, a third party and unaffiliated company. Upon receiving communication from this complainant detailing their situation, we were able to correct that issue and reassign our representatives a proper, internal extension and phone number. We apologize for any inconvenience that this error caused.

In reviewing our internal records, we were able to determine that the customer had expressed concern with their understanding of our service's terms and conditions very early on in the life of their account. This exchange resulted in the cancellation of their membership but left an outstanding...

balance on their prior account that we have sense been able to amend. At this time the customer's account has been cancelled per their request and we have parted ways on friendly terms.

Prior to receiving this complaint our customer service department was able to address and resolve the concerns as listed in this complaint. We have apologized for any frustration that resulted from our autorenewal process, a settlement was reached, and the customer's account has been cancelled per...

their request.