HomeAdvisor

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]

Both prior to and since receiving this complaint, our company made extensive efforts in attempting to address the situation as described. Since that time we have received no further communications from this consumer nor any indication of a resolution on the part of the contractor in question, and as...

a result, the contractor has been removed from our network. We have also provided third party resource information to this consumer should they choose to pursue any damages that may have occurred over the course of their project, and would furthermore invite the consumer to contact the party handling their complaint via the information provided to them over the course of our conversations, voice messages, and emails. Without further communications from the consumer, however, we are at this time left with no option but to consider this matter closed.

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

Initial Business Response /* (1000, 5, 2015/07/02) */
We have not yet been able to make contact with this customer, but look forward to resolving their concerns after the holiday.

We were able to reach this customer and have addressed their concerns.We found that there had been an issue surrounding an incorrect setting on the coverage area that was set for this customer's account, but that it had been addressed and properly credited prior to our office receiving this...

complaint. While the vast majority of the leads that had come through as a result of this error were credited prior to being billed to the customer's credit card, there were some that had been billed for. Given these concerns and the short time that the account was active, we were able to reach a settlement with this customer and have since parted ways on amicable terms.

We have been in touch with this customer and were able to adequately address their concerns. We have apologized for the confusion surrounding our billing structure, a settlement was provided, and their account has since been cancelled per their request.

Several days prior to receiving this complaint our customer service department had been in touch with this customer and initiated the refund process per the customer's request. Those funds should be reflected on the customer's credit card statement within the next 10-15 business days and their...

account has been cancelled per their request.

We have been in touch with this customer and were able to address their concerns.
We found that there was in fact an error that occurred in regards to their billing. We were able to correct that error and at this time the customer remains a member of our network.

We have been in touch with this customer and were able to address their concerns. We found that the customer had made an attempt to cancel our service very early into the life of their account, and that our Customer Service department had addressed several of their concerns at that time. Given the...

offer that was made to this customer at that time, as well as their diligence in bringing their concerns to our attention, we were able to amend the balance associated with this customer's account and have parted ways on amicable terms.

Complaint: [redacted]
I am rejecting this response because:  my money was finally returned to me. However, it was not until I filed with Revdex.com that this was done. It took  many phone calls and hours to get this done. Have also not resolved the issue with [redacted].  
Sincerely,
[redacted]

Although we have not been in touch with this customer directly, we would like to use this opportunity to inform them that their requested resolution has been provided.We would like to apologize for any frustration that this situation has caused and can at this time assure the customer that the...

listing in question has been removed, their account cancelled per their request, and a refund for the requested amount has been processed.

We have only briefly been in touch with this customer but have scheduled a call to address the concerns listed in this complaint in full on Friday, February 24th. We will be happy to update our response to this complaint once a full resolution has been reached.

Prior to receiving this complaint, our office received an email directly from the customer to which we were able to respond and resolve their concerns. A settlement was reached, their account cancelled per their request, and there is no further balance owed or associated with their previous account.

Initial Business Response /* (1000, 5, 2015/08/25) */
We have been in touch with this customer and have addressed their concerns.
We determined that there was some confusion surrounding the exact cancellation date of this customer's account. Although we felt the charges in question were valid,...

we agreed to pull this customer's account from collections and wipe their balance. At this time, we have parted ways with the customer on friendly terms.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with homeadvisor and we determined the charges I accrued were a mistake and therefor we had worked out an agreement. Homeadvisor agreed to pull the account from collections and wiped out the balance.

While we have not been in further contact with this customer since receiving their complaints, upon review of their account we have provided the resolution as requested. We would like to apologize for any confusion regarding the customer's coverage area on their account that lead to this...

complaint, a refund has processed, and the customer can expect to see those funds reflected on their credit card statement within the next 10-15 days. At this time their account has been cancelled in full as requested and there will be no future charges.

Initial Business Response /* (1000, 5, 2015/07/24) */
Prior to our office receiving this complaint on 7/24/2015, we had already wiped the balance associated with this customers account, cancelled the account in full, and marked their information as "do not call."
We hope that these actions...

fully resolve this customer's concerns, but will be happy to address any other issues or questions that they may have.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were told this before..and yet we received another letter threatening collection agency..we wantto make sure we do not get anymore letters threatening collection agencies
Final Business Response /* (4000, 9, 2015/08/06) */
We have wiped this customer's balance, and there has been no outstanding amount due since this issue was resolved on 7/23/15. We apologize if between then and now that a letter was erroneously sent by our automated system, but can assure this customer that they will not receive any further communications regarding collections.

We were able to reach this customer and have resolved their concerns. We found that there were issues concerning the coverage area that this account was tied to in the beginning of their membership, and therefor received leads from far outside their coverage. Those leads had been credited some time...

ago, and during that process the customer had requested to cancel with a refund. We found that the customer was inside a reasonable timeframe to make that request, and therefor we were able to reach and settlement with the customer and part ways on friendly terms.

Complaint: [redacted]
I am rejecting this response because: I would not say that we are on friendly terms.  I want people to know that the customer service and sales team was no help in resolving this issue and very unprofessional and uncaring of the situation.  It was only after there was a complaint filed, that I was contacted to resolve this issue to help save their rating online.  I think contractors need to know what they are getting into before it is too late and they are left to deal with the same immaturity and lack of compromise that I had to deal with.  There is no more dealings between myself and this company, so for that I am satisfied. 
Sincerely,
[redacted]

After reviewing our records and in speaking with this customer, we were able to determine that there had been multiple instances in which confusion prevailed in regards to explanation of services, our crediting policy, as well as instances of billing. After a productive conversation with the...

customer we were able to reach a settlement agreement, have cancelled their account per their request, and at this time have parted ways on amicable terms.

After speaking with this customer regarding their concerns and reviewing the relevant details of their account, we were able to determine that the customer's expectations for our service were not aligned with the account settings under which their membership had been enrolled, and as a result, the...

customer quickly cancelled their account with our company. As this customer was diligent in relaying their concerns to us in a timely manner, we were able to reach an agreement regarding the charges billed to their account, cancelled the account on friendly terms, and we are at this time are optimistic about the possibility of working with the customer again in the future.