Modernize

Mr*** signed up to buy leads from Home Improvement LeadsTo date, he purchased five leads, requested returns on three of them and had one of his returns approvedOften we have different feedback from the homeowner than the contractor does or from another contractor who received the same lead
As a result, not every lead return request is approved.Someone from HIL will reach back out to Mr*** to see if we can find a mutually beneficial path forward

I'm very sorry to hear of your frustrating experienceI looked into this issue with our billing department and the Customer Success Manager that was working with youIt appears to have been a miscommunication regarding how the program works and how it's billedI apologize for thatThe program
you were participating in is a lead stream programWe have a per lead price that accumulates a balance as leads are sentThat balance is then cleared weekly by charging the credit card you providedAs long as you're Active with the program, you'll be sent leads and charged every weekI believe the confusion stems from having your leads also sent to a 3rd party call center with whom we partner, and you were also a customerThey called your leads on your behalf and would transfer them to you when they were able to get them on the phoneIt sounds like you were expecting to pay for only the transfers, and not each lead, which is not the payment model for the programApologies again for this not being made clearIt's unfortunate that the miscommunication resulted in your feeling it necessary to file a chargebackWe always strive to see our customers succeed with the program, and if there are any issues, reach a solution that allows for a continued relationshipPlease feel free to reach out if you have any remaining concerns or questions! ***

Complaint: ***
I am rejecting this response because:
*** has not offered any resolution to this complaint, they have not even suggested any corrective action, a couple of argumentative emails, is not an acceptable response for a Revdex.com accredited company, *** needs to be held responsible, all I'm asking is for my money back, that way we can end this back and forth and go our separate ways.
Regards
*** ***

Hi ***,We appreciate your feedback, and thank you for giving us the opportunity to work with you.We've spoken to both the salesperson, and ***, your account manager, reviewed the calls, and reviewed your agreement in an effort to find the source of the miscommunication.From our research, we've
confirmed that you signed up for our leads program and were also working with a third party call center to whom we also sent your leads so that they could call them for you.All of our customers have access to their leads in our lead management toolAdditionally, to increase visibility per your request we also sent the leads directly to you.Because we are always willing to work with our customers to help them see success with our program, and because your initial experience was so negative, we will accommodate your request to break your initial contract duration and cancel your account.We will also process your requested refund of $in the hopes that we could work together again.Additionally, we can offer a full refund for the remaining balance that you're now requesting.We sincerely hope to work with you again and get an opportunity to see success

Dear Revdex.com and ***,Based on the limited information provided in the complaint, we have added the email address *** to the Do Not Email list for all of our email and email partners Based on the complaint, it seems likely that the offending party is one of our external
marketing partners It would be extremely helpful for to have *** forward us the original emails she received so we can further investigate the issue She can forward the emails to us at the following email address: ***
The email address noted in the complaint was not previously on the company's Do Not Email list until we manually added it It also seems like she was attempting to unsubscribe from the marketing partner's mailing list and not our specific offer, and the the marketing partner's unsubscribe link was not working properly.Effective immediately she should not receive any more home improvement related offers from us or our marketing partners ***

I'm very sorry to hear of your frustrating experienceI looked into this issue with our billing department and the Customer Success Manager that was working with youIt appears to have been a miscommunication regarding how the program works and how it's billedI apologize for thatThe program
you were participating in is a lead stream programWe have a per lead price that accumulates a balance as leads are sentThat balance is then cleared weekly by charging the credit card you providedAs long as you're Active with the program, you'll be sent leads and charged every weekI believe the confusion stems from having your leads also sent to a 3rd party call center with whom we partner, and you were also a customerThey called your leads on your behalf and would transfer them to you when they were able to get them on the phoneIt sounds like you were expecting to pay for only the transfers, and not each lead, which is not the payment model for the programApologies again for this not being made clearIt's unfortunate that the miscommunication resulted in your feeling it necessary to file a chargebackWe always strive to see our customers succeed with the program, and if there are any issues, reach a solution that allows for a continued relationshipPlease feel free to reach out if you have any remaining concerns or questions! ***

Complaint: ***
I am rejecting this response because: There is no email address associated to forward the emails to Perhaps if this business provides an email address it will make this process easier.
Regards,
*** ***

As per our terns and conditions, which the contractor agreed to when he signed up, we do not refund money to credit cardsWe would be willing to give him a replacement lead for the same value as the lead in question.Thank you,*** ***

We have people in house who are dedicated to creating a quality product and to improving that product on a daily basisAs a result, we have contractors who buy thousands of leads from us weeklyJudging our lead quality on the basis of three leads is the equivalent to hanging a billboard for five minutes and expecting to get results. We get lead level disposition data from contractors every week on thousands of leads that we use to measure the quality of our productWe know, based on consistent data, feedback loops, that the product is excellent

Hi *** ** ***,We apologize for any inconvenienceIn order to understand fully resolve the matter, we need the original email.We have added your email to our email unsubscribe list If you can forward us the original email to ***@moderniize.com, we can investigate the matter
further - specifically the unsubscribe button functionality.Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I am still receiving calls from them
Regards,
*** ***

Hello, We apologize for the inconvenience and disruptionFrom our records, We strive to help homeowners match their project needs to contractors and per your feedback it seems we have not met our own standardsFor that, we sincerely apologizeWe have completely marked your email, contact and
phone number in our DNC records and have notified our partners to remove your contact information from their records as well. Again, we apologize for the inconvenience. Thank you

*** had submitted his information on: 09/26/10:26:06 using phone number ###-###-#### We have since removed this phone number and the one listed in the complaint from our call lists and notified our respective clientsThe phone numbers removed were: ###-###-####
###-###-#### Please advise if the calls do not stop

Good Afternoon,Some online form submissions are linked to affiliates that we work with for lead sourcesIn order to find the original source of inquiry, so that we can determine which of our affiliates is using your contact information and stop them from contacting you, can you please send me the form link or inquiry page you filled out for the HVAC services? Once we know this inquiry page, we can contact the affiliate, tell them to take your contact information off of their list, and discontinue any work with them since we do not agree to this type of harassing communicationAgain, apologies for any inconvenience this may have caused. We will work diligently to find out which affiliate it is and stop all business with them.Thank you

Apologies for the delay, I was digging into the data to better understand why Mr*** experience was so poor, and was looking for a possible correlation or explanation internally Our in-house call center dials on the same pool of leads that we sell to clients, and our data for Roofing Leads for the May-June timeframe in 2015, which is when Mr*** received his leads, shows that we had transfers on average of 21.4% on the leads we generated, which is what we communicate to our clients on sales calls and during our live customer onboarding In the spirit of transparency, I have uploaded a screenshot of this data from our data intelligence platform to corroborate these daily performance metrics, along with a print of the expectations chart we present to clients in our new client onboarding presentation While the number of contacts and returns may fluctuate by client, you can see that our own performance data supports the expected appointment set rate we communicate to clients, along with the expected number of sales to be achieved when leads are properly worked through our platform.From everything we can tell, these were high quality leads, within performance expectations, that were sent to the client The data does not support, nor do we believe, Mr*** was sold a bad batch of leads We know it's frustrating when the focus is on individual leads that don't work vs measuring results in the aggregate That said, we don't want an unhappy client, and are still willing to extend the offer of 1/of the leads purchased in store credit as a good faith gesture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Phone calls made by Modernize to consumers are the result of consumers filling out online forms requesting quotesAll online forms contain TCPA (Telephone Consumer Protection
Act) compliant text that give us permission to call them.Tell us why here

We have added your phone number to our suppression list: you will not receive any more calls from HIL at allSorry for the inconvenience.*** ***

We appreciate your feedback. We apologize that your experience did not meet your expectations and, in this case, did not meet our internal standards for service. Our monthly subscription product for homeowner calls is a relatively new product that is still in 'beta' phase and we rely on
feedback from contractors like yourself to improve the program and experience. Based in part on your feedback we have created a more robust process for handling cancellation and refund requests to prevent others from having the termination of their accounts delayed. I have honored your request for a full refund in the amount of $750. Receipts for the refund transactions are attached here. If you have any additional feedback you would like to share feel free to contact me directly at ***. We strive to offer a best-in-class experience for our contractor partners and hope we will have the opportunity to earn your business in the future. Thank you for your patience