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Report: #1451458

Complaint Review: Home Advisor, Inc. - Golden Colorado

  • Submitted: Thu, July 12, 2018
  • Updated: Thu, July 12, 2018
  • Reported By: Susan — Oklahoma City Oklahoma United States
  • Home Advisor, Inc.
    14023 Denver West Parkway Bldg 64, Suite 200
    Golden, Colorado
    United States

Home Advisor, Inc. Home Advisor Pro CHARGE HUNDREDS FOR FALSE LEADS - CHANGE RULES FOR SERVICE PROS - REFUSE CREDITS FOR EVERYTHING INCLUDING FALSE PHONE NUMBERS, INABILITY TO CONTACT LEAD, Golden Colorado

*Author of original report: This is not miscommunication, it's a scam

*UPDATE Employee: Pro Account Concerns

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Absolutely horrible company to do business with. We were told initially (in order to get the sale), that if a lead was invalid for some reason, ie: if customer could not be reached after multiple attempts, customer had no intention of completing any work, wrong phone number was given, customer was not homeowner authorized to make decisions...), I could simply indicate that on a "credit request" for the bogus lead. THIS IS NOT THE CASE! In the beginning, we were given a credit for a bad lead, but after a couple, we were automatically denied stating we were not eligible for credits. They change their "rules" for credits regularly and now claim that the fact that the lead will not answer or respond to calls, has no means to or is not authorized to have work done, flat out denies they contacted Home Advisor... WE ARE BILLED - UP TO $125 PER "LEAD".

Out of almost 50 leads since joining, only 2 legitimate leads. I called and discussed it with Home Advisor customer service (the call was eventually escallated to a manager). I initially called Home Advisor and spoke with a customer service rep named Kyle - we had received a lead for a roof replacement from a man who clearly listed his Apt. # in the property address. When I called the lead, he was extremely irritated and wanted to know how I got his name and demanded we not contact him further. After apologizing to him, he told me he rents an apartment and clearly does not have the need for a full roof replacement! He didn't even know what Home Advisor was. After explaining this to Kyle (HA), he put me on hold and came back 10 minutes later to tell me the lead did not qualify for a credit, that it wasn't their fault  it doesn't matter if the leads are legit or not, we are expected to pay for them anyway. The lead was obviously bogus, they had the ability to verify that, and we had to pay $93 for it. I asked to speak to his supervisor and was told, "Fine, he'll just tell you the same thing, Jackass..." and I was transferred. That's right, he called me JACKA*S! (I can provide an audio recording of the call). I was on hold for 30 minutes and no supervisor answered. I called back and asked to speak to a supervisor, 33 minutes later one got on the phone. Of course he apologized and agreed it should have been credited immediately, especially considering the property address was obviously an apartment and a roof replacement would not be an option. But didn't address Kyle's name calling when addressing a customer. Keep in mind, we are not given a lead's direct phone number, all calls are funnelled through HA when contacting the lead, they have the ability to record and listen to the response from the "lead" if a credit is requested.

One more important point regarding Home Advisor AND Angie's List, since Angie's List was bought by Home Advisor's parent company, we have stopped receiving leads from Angie's List (we pay a substantial amount to advertise with Angie's List) and are an 8 time Super Service Award Winner with almost 200 legitimate 5 star reviews. We have a lot of our advertising dollars, time and effort invested in AL. Now, AL customers have the option to be automatically matched to service providers, which (surprise, surprise) funnel through Home Advisor and we are charged for the lead! Seriously??? We have contacted several "Home Advisor" leads, only to be told they found us through Angie's List and had never been to the Home Advisor site. This not only makes us look like we don't know what we are doing, but is obviously a "bait and switch"! The parent company is getting paid substantial amounts for advertising AND getting paid up to $125 per referral by up to 3/4 service providers per lead. This is ludicrous and more contractors need to be aware of the double dipping and protest. We have.

Home Advisor has proven to be totally incompetent in producing the quality leads, and unscrupulous in their business dealings. Stay attempted, don't believe anything this company promises, they are not to be trusted!

This report was posted on Ripoff Report on 07/12/2018 12:21 PM and is a permanent record located here: https://www.ripoffreport.com/reports/home-advisor-inc/golden-colorado-80401/home-advisor-inc-home-advisor-pro-charge-hundreds-for-false-leads-change-rules-for-se-1451458. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals

REBUTTALS & REPLIES:
1Author
1Consumer
0Employee/Owner

#1 Author of original report

This is not miscommunication, it's a scam

AUTHOR: Susan - (United States)

You characterize my complaint as miscommunication. It is far from that. When a customer goes through your "service funnel", most are not aware that they are causing multiple contractors to be charged a substantial fee for their contact information, hence the tremendous fallout on leads generated from Home Advisor. Home Advisor has the ability to see when and if the "lead" is contacted - they should also have the ability to hear that conversation if they so choose or confirm with the homeowner when they have no intention of having services performed, then a credit should be issued.

Simple disclosure to the customer would help limit that unintended abuse, many customers think they are going to get advice from the contractors who call with no intention of having any services provided. If they were aware of the huge amount it costs the contractor to get that lead, most decent people would not proceed.

Our average bill from Home Advisor is at least $500 a month (most often more), yet not one lead has generated a job (many have generated ill-will on the part of the customer for the multiple phone calls they are getting without their "consent"). We typically have a 75%+ conversion rate on leads from reputable sources, so it is not our company - it is the quality of the leads. Lastly, regarding the name calling I experienced with your rep (Kyle), your calls are recorded.

Frankly, I would prefer to be called a name than pay your lead fees! We have turned off our leads to avoid further charges. We are not alone in this complaint, we know many people in the construction trades and the concensus is unanimous... Poor quality lead generation, angry customers who don't intend to have services done, and top prices paid for the aggravation.

 

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#2 UPDATE Employee

Pro Account Concerns

AUTHOR: HASupport - (United States)

Hi Susan, We apologize for any miscommunication that occurred. Leads that have incorrect phone numbers or come from someone that does not own the property are eligible for credits. We are unable to control whether or not someone decides to move in another direction and therefore we generally are not able to issue a credit if someone has changed their mind or doesn't answer the phone.

Our credit guidelines have actually not changed in quite some time and you are welcome to find them here: https://pro.homeadvisor.com/terms/lead-credit-guidelines/. Your accusation of a rep calling you a name is something that we take extremely seriously and would very much like to further investigate this interaction. 

We're also happy to further address any questions or concerns you have about your leads, your Angie's List account, or our service.  Please send your contact info and mentioned audio recording to emailus(at)homeadvisor.com so we can locate your account and reach out. Thank you. -HASupport

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