HomeAdvisor

We would like to again extend our appreciation to this consumer for bringing this matter to our attention, especially for providing examples of their concerns that included the numbers being published on these posts. Using the phone numbers associated with the posts provided by this consumer, we were able to identify the publisher responsible for these posts, have sent a sent a cease and desist letter to that party, and have notified our affiliate marketing firms that should they be found doing business with that publisher that it will immediately end any business relationship that they have with our organization. To our knowledge these actions have put an end to the publishing of this sort of third party listing that could be redirected to our site but would still encourage this consumer to notify us should they happen upon such a listing again in the future. Should that occur, we now have a defined course of action in place to rectify the situation.

While there may have been some overlap regarding our collections cycle and/or activity with the agreement that was made with this customer, we would like to assure the customer that their account has been pulled from collections with their account cancelled in full as agreed. At this time there is no further balance owed, and there should not be any further communication from the collections agency regarding any further financial obligations.

We have been in touch with this customer and were able to hold a productive conversation regarding our service terms, the customer's concerns, and a resolution to this complaint. A settlement was reached, and while the customer's account has been cancelled per their request, we look forward to the...

possibility of working with them again in the future.

In speaking with this customer and researching their billing history, we found that the customer's account was enrolled in an aspect of our service that provides an appointment setting feature to their lead generation program, and that because of this, the amount of leads billed to their account was...

greater than the original budget they had set for their account upon joining. After explaining this reason for the discrepancies in the customer's billing, we were able to reach a settlement agreement in regards to the leads billed. At this time we have cancelled their account in full per their request and parted ways on amicable terms.

After several attempts, we have not yet been in touch with this customer to address their concerns. We remain optimistic that we will have the chance to address this complaint sometime in the near future.

Prior to receiving this complaint our customer service department was able to address and resolves the concerns listed in this complaint. While the listing associated with the customer's previous account with our service had already been marked for removal, we were able to expedite that process, and...

can now confirm that their listing in our directory has been fully removed as requested.

Both prior to and since receiving this complaint our customer service department has been in contact with this customer numerous times and attempted to address their concerns. Aspects of our lead generation, credit policies, and service as a whole have been discussed at length, and our records...

also confirm that a substantial amount of credit has been applied to the customer's account during the life of their membership. In light of these circumstances we have processed a refund for the negative balance on the customer's account and have cancelled the account in full. The customer can expect to see these funds reflected on their credit card statement within 10-15 business from the time of this response and we are at this time considering 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]

Initial Business Response /* (1000, 5, 2015/10/06) */
We were not able to match the contact information that this customer provided to any account in our system. As such, we sent two emails to the address they provided in an effort to acquire a phone or account number, but have yet to receive a...

response.
We are certainly willing to add their information to our "Do Not Call" list, but at this time we would need more information in order to accomplish that task.

Initial Business Response /* (1000, 5, 2015/10/14) */
We have been in touch with this customer and have addressed their concerns.
First and foremost, we explained that there is no employee of our company that receives any type of commission or compensation whatsoever based on the service...

requests a member of our network receives, and that it would not benefit any employee of our company to create a fake lead. We also confirmed that the "Satin" lead in question was in fact generated from an outside source, and that the lead had been credited accordingly.
We came to the mutual conclusion that our service may not be an ideal fit for his particular service, and as such, we have issued a refund and parted ways on amicable terms.

Complaint: [redacted]
I am rejecting this response because: they have not called this week as discussed
Sincerely,
[redacted]

We have once again been in touch with this consumer and are currently awaiting documentation relating to their project and concerns. Further updates will be provided as warranted.

We have been in touch with this customer and have successfully resolved this complaint. This customer had previously been a longstanding, excellent member of our service, but had stopped receiving leads from our company over a year ago. Their account with us remained active during this time in order...

to preserve the numerous ratings and reviews they had accumulated on their company's profile, but when leads returned to active the customer was not aware as their email address was returning our communications as undeliverable. In order to preserve our relationship with this customer, we were able to reach a settlement with this customer and have parted ways on friendly terms.

We have been in touch with this customer regarding the concerns listed in this complaint, and while we were not able to reach an amicable resolution, we do have information to provide. First and foremost, our company has never sold contact information of our network members to any third party...

solicitors as alleged by this customer. We explained to the customer that the increased visibility that comes with being listed in our directory will at times garner the attention of online advertising other companies, but that this is a risk inherent to being more visible to his potential customers. We also covered the details of our lead generation, the billing thereof, and clarified the original expectations set by our sales representative. Despite finding no evidence that improper expectations of our service were set by our employees and believing that the charges billed to the customer's account are valid, we did make a settlement offer to this customer in order to resolve their concerns. The customer rejected that offer, so while we are at this time considering the matter closed, our offer will remain on the table should the customer elect to reconsider.

While we're sorry to hear of any confusion that may have transpired in regards to the lead generation aspect of our service, this customer has been actively advertised on our website and within our directories for over five months, and during that time multiple credits have been applied to their...

account to avoid charges related to this concern being applied to their form of payment. Given these circumstances we do not feel as though the refund this customer has requested is warranted, their lead generation will remain off as instructed until the date requested, and we are at this time considering the matter closed.

Final Consumer Response /* (2000, 5, 2016/01/05) */
Good Afternoon
Home Advisor has reached out to me and said that my account is no longer under collections.
Thank You for all your help.

[redacted]
[redacted]

Prior to speaking with this customer, we had reviewed the relevant notes in our system and were able to determine that the pri[redacted] functions of our service were not able to adhere to the customer's business needs due to the extenuating circumstances described in this complaint. As we had credited...

this customer's account along the way for tasks that their business is unable to perform, we then further agreed to a settlement in regards to the remaining charges that had been associated with their account. At this time, the customer's account has been cancelled in full per their request, and we have parted ways on amicable terms.

While our records can confirm multiple calls were made in an attempt to reach this customer regarding this complaint, we have since reached out via email and expressed that we will be providing their desired resolution as described. Although our account notes show that the customer chose to remain a member of our service after speaking with our customer service department following their original request to cancel, we are deferring to the fact that the request did occurr within the allowable window to receive a refund and have since processed that transaction.

Although we have not been in direct contact with this customer, we would like to use this opportunity to inform them that their requested resolution has been provided.We would like to apologize for the frustration that resulted from these circumstances, and can at this time assure the customer that...

there is no further balance owed, there will not be any future charges, and that there will be no negative reporting made against their credit. We would also like to thank this customer for their time with our service and wish them and their company all the best moving forward.

Complaint: 11084947
I am rejecting this response because: they refused to refund my money
Sincerely,
[redacted]