HomeAdvisor

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]

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.

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]

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.

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.

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

In speaking with this customer, we were able to determine that there had been some confusion regarding several key elements of our service. Because our internal records were able to verify that the customer had made multiple good-faith efforts to properly address their concerns dating from very...

early in their membership, we were able to reach an amicable settlement as a resolution to this complaint. At this time we have cancelled their account, and no further payments or obligations will be required.

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.

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.

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.

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.

Although we have not been in touch with this customer we would like to use this opportunity to inform them that their requested resolution has been provided.Our records confirm that there had not been any activity on this customer's account for an extended period of time, the last of which being a...

request to pause their leads. While their complaint states that customer's are only allowed to turn their leads off for two weeks at a time, we would like note that lead generation can be turned off for up to three months at a time by calling in to our customer service department.We would like to apologize for any confusion and/or frustration that may have resulted from this situation, and at this time we can assure the customer that there is no further balance owed, there will be no future charges, and their account has now been canceled in full as requested.

We have been in touch with this customer and were able to hold a productive conversation regarding their concerns and the details of their account with our service. Credit has been applied to their account and we are pleased to still count the customer as an active member of our network.

We have been in touch with this customer and are currently in the process of resolving their concerns. After having a productive conversation regarding their concerns, experience, and expectations of our our service, we are scheduled for a followup conversation next week on how the customer would like to proceed.

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.

This customer has notified us by email that they had been able to resolve their concerns through our customer service department. At this time their account has been cancelled in full per their request.

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.

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]

While we were able to briefly contact this customer we have not yet been able to fully discuss and address their concerns. We will continue our attempts to contact them regarding this complaint and look forward to reaching an amicable resolution.

We have been in touch with this customer and were able to have a productive conversation regarding their concerns. Our credit policy was explained, credit was applied to their account, and at this time we are pleased to still count this customer among the active members of our service network.