Complaints

This profile includes complaints for HomeAdvisor's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HomeAdvisor

  3601 Walnut St # 81 Denver, CO 80205-2251

• 

  HomeAdvisor

  14023 Denver West Pkwy Bldg 64 Lakewood, CO 80401-3253

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with HomeAdvisor also known as **** Leads to get help with clients for my new business. I spent approximately $800 for what I believe are false leads that they provide. None of the leads provided called back or seemed remotely interested in themwork that **** says they are soliciting a professional for. I believe this company is preying on small business owners and should be stopped.

  Business Response

  Date: 12/04/2024

  We're so sorry to hear that Ruschelle's experience has been anything but positive. After review of Ruschelle's account, the conditions for a full refund had yet to have been met. After an internal review we have made the decision to submit a refund request to our accounting team to process. We have also waived any unpaid balance. If ********* has any additional questions they should be directed to our Business Center. 

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been telling HomeAdvisor/**** to delete my online account since October 2024. I made the following attempts to delete my online with HomeAdvisor:Phone Calls made to HomeAdvisor/****:10/22/24 11/11/24 11/15/24 Emails sent to HomeAdvisor/****:10/21/24 11/15/24 HomeAdvisor/**** told me on the phone that the account would be deleted within 2-3 business days but the account is still active.

  Business Response

  Date: 12/02/2024

  We are so sorry to hear about ****** experience, and for any misinformation that was provided to him regarding the removal of his personal information. Any account removal request must be done through our site, and privacy officer, and cannot be done over the phone. We do apologize if he was told otherwise. We have reached out to **** providing both the link and email for personal information removal requests, and we ask that he contact us directly if he has any questions.

• Initial Complaint

  Date:11/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im calling to make a complaint against this company for giving customers fraudulent information for scamming customers. This company should be no longer in business.

  Business Response

  Date: 11/26/2024

  We appreciate ********** concerns, and we're so sorry to hear that he's seen anything but success through his advertising with HomeAdvisor. Our *************** is in place to provide best practices, and support professionals to ensure that they do get the most out of their advertising. We do also offer numerous resources to professionals to help them to be more successful, and we do encourage all of our professionals to follow the guidance to ensure they are able to be as successful as possible. After a review of the account, per the terms and conditions of the signed advertising agreement, ******** is not eligible for any refunds, however we did reach out to him with a fair offer. He has not responded to us, and we do encourage him to respond to the email regarding the offer. 

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the yearly membership a year ago and was auto-renewed a week or so ago unbeknownst to me. The website doesn't have any way to cancel - you have to call to cancel and then when you call to cancel their **** try to get you to reconsider. If you don't pause your leads you are going to continue to get charged for leads and you can only pause leads for 2 weeks at a time. Sneaky business practices (yearly membership auto renews, have to call to cancel) - stay away from this business.

  Business Response

  Date: 11/20/2024

  We appreciate ******* bringing this to our attention, and we apologize for any frustrations the automatic renewal may have caused. When he signed up to advertise with us, the advertising agreement was sent to him prior to signing, and included details about automatic renewal and the cancellation process. His advertising has been cancelled, and the membership fee was refunded back to him on 10/24/2024. We are sorry to see ******* go, and we wish him the best in his future business endeavors.
  

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2023, the ************************ (***) required HomeAdvisor to pay up to $7.2 million for using deceptive and misleading tactics to sell home improvement project leads to service providers. It is November 2025 and HomeAdvisor / **** List is still pulling the same deceptive misleading tactics. You will be charged a lead fee if a person signs up requests a project and ultimately changes their mind. When asking for a breakdown of statements because their calculations never add up, they claim to have emailed them, yet they actually do not. They will not provide hard copy evidence of their numbers. Their website and app are garbage and they're money hungry scammers. The lead price windows vary on the app vs. customer service, again their numbers never add up. HomeAdvisor will take any and all money they see fit with rarely crediting an account regardless of the clients mishap. Wrong phone number, mistitled work task, a client ultimately stating they no longer want work. Do they charge the client for wasting everyone's time? Doubtful. They've very quick to abuse the pros. I expect to see them sued again and having another major payout because they clearly have yet to learn from their past money scamming mistakes. What a disgrace of a company. A company that continuously changes it name to continue their scam is disgusting. This will be escalated legally if a resolution is not met.

  Business Response

  Date: 11/11/2024

  We are sorry to learn about ******** frustration with the ****************. We are eager to review his concerns in more detail, but unfortunately, the information provided does not allow us to locate an active **** account. We kindly ask ****** to respond to our email with the necessary details so we can identify his account and address his issues promptly. We look forward to resolving his concerns soon.

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22518803
  
  I am rejecting this response because: According to your customer service **** you know who I am.  Please refer to complaint #******** and another complaint that has yet to be assigned a number. These complaints are from the business owner herself. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/04/2024

  We were unable to find an active account in the **************** for ******. If he is not the owner of the business, we cannot discuss account information directly without the owner's permission. The owner will need to contact our ********************** team to discuss their account details and status. Since we do not have an active account for ******, we are limited in the services we can offer him and consider this matter closed.

• Initial Complaint

  Date:10/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted for several hours to resolve an issue with this company with little success.We have had our account for several years. Over the last year we have been unable to access our account statement and invoice page of HomeAdvisor's portal. Each time we are logged in, we hit the billing tab, the site asks us to login in again, though we are logged in, the site will not allow access to OUR statements and invoices for review of what is being charged. We have called and attempted to get a resolution to this technical issue and have been advised there is nothing they can do. I escalated the call and still had no success, as we were questioning some of the charges. We were able to get the supervisor to email us the last 12 months of charges, as well as a report for when we had our leads turned on and turned off. In our review, we found 3 leads being charged while our leads were turned off, therefore, not a chargeable lead. We have been advised there is nothing HomeAdvisor can do and the charges are due. Completely unfair. We also advised we are disputing this timeframe as the site nor anyone within HomeAdvisor was able to provide us access to our billing portal. They apologize and advise nothing they can do. We disputed the charges via our payment credit card as HomeAdvisor would not let us dispute the ********** took us 1 day to review once we received the documentation, which should be immediately accessible through the website, and our instinct was correct as we felt we were being charged for leads that were not valid, all confirmed through the reports. In the interim of this process, HomeAdvisor restricted access to our account and placed our account into a collection status. Prior to this, the supervisor agreed with what we were trying to do and was emailing a request to extend the timeframe as we did not have access to our billing information for our weekly audits, until he was able to email the data. This company makes no effort resolve.

  Business Response

  Date: 10/31/2024

  We are so sorry to hear that ******** experience has been anything but positive, and that he's had any difficulties accessing his billing. This is not typical, as we have not had this complaint from other service professionals. After reviewing his complaint and his account we have waived his balance and removed his account from collections. If he has any additional questions or concerns we do ask that he contact our *************** directly for assistance.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/19/24, someone who claimed to be ****** *** stopped by my home becuase he had advertised on home advisor that he repaired bbq grills. He feigned to find the oroblem. (he could be qualified but now i dont know). He identified a couple of parts that needed replacement. He said he could order it and have it in hand by the following Monday. On Monday afternoon i comtacted him and he said the part had not arrived. On Tuesday morning i reached out again and said it had arrived late the previous night but he was dealing with a sick child. I let it go and this morning a texted and called and nothing. No reponse. I have attached the invoice which also appears to have his address on it and i can supply the method of payment info. I will also file with my banking institution and Homeadvisor/ ****, as well as a police report.

  Business Response

  Date: 11/01/2024

  We are so sorry to hear that ***** has had this experience with a pro he located through our site. This is not typical, however we do have a process in place to assist in finding a resolution between both homeowners and service professionals. We did call and email ***** regarding his BBB complaint, and concern with the pro. ***** did not answer the call, and we left a message. We did also send a follow up email, but we have yet to receive a response to our email either. We are happy to assist, but we would need ***** to either call or email back to begin our formal complaint process. 

• Initial Complaint

  Date:10/22/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with home advisor/**** Leads back in August 2024 After getting phone calls every single day about them, wanting me to sign up for their lead service and to help me create revenue for my business. Before I signed up, I had asked the gentleman who was trying to sell me their services on the phone many questions and I had over about half a dozen phone calls with him trying to get as much information as possible To make sure that I had the right information. They had told me that I would be receiving qualified leads from them for a monthly rate that I would pay for up to a year, I had also asked the question what did the meaning of qualified leads entail. I was pretty apprehensive about it because I had dealt with lead generation services in the past and I wanted to make sure that I was going to be spending my money the right way. The gentleman told me that they were qualified, leads of people actually looking to get work done, and that ***** had gone through and Already spoke with or qualified the lead for me and I just needed to call them set up a time and date for me to go through and give them an estimate and potentially sell my services. I also asked the question about how many different people are selling that to and they assured me we will only give it to a maximum of four different companies my first month leads from ***** I knew something was wrong and that they had deliberately lied to me about the services that they were offering. I had called many different leads That they had sent me for a Premium just to find out that Either they had made a mistake and they were not interested in anything or they were interested in a service that I was not able to provide or I was the 20th Different contractor that had called them that day to try to book an appointment with them. Ive tried to reach out and cancel with zero success of people returning my call or taking me serious. Therefore Im at this step. If I had more characters to type I would go on.

  Business Response

  Date: 10/29/2024

  We sincerely apologize for the frustration Israel has experienced with the **** Network. When a customers project aligns with a provider's offerings and availability, the provider will receive the project details as a new lead. Our primary goal is to ensure the success of our providers on our platform.  However, it's important to note that we do not guarantee that all matched projects will result in a win for a provider, as homeowners can be matched with up to four providers for each request. The final decision rests with the homeowner regarding who they choose to work with on their project. We regret that Israel has decided to discontinue his relationship with the ****************. We have initiated the cancellation process in accordance with the terms of his agreement. One of our ************* Managers will be contacting Israel within the next two to three business days to assist with the cancellation. Additionally, he may reach out to our ************* team to speak with a Supervisor at any time.

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22460364
  
  I am rejecting this response because: I am well aware that leads that were provided does not guarantee any work or any job. That was never the issue nor my concern. To emphasize this again, when I initially had signed up, I was told that I would be given leads that were only sold to me and a max of four other contractors. I called my prospects Given to me by **** Leads and I was informed by them that I was the 20th contractor that had contacted them that day. Also, a majority of them had said that they were not requesting any service that ***** was listing as a lead for me. This was not a one off occurrence this had happened on the majority of all the leads that I was sold by *****. My frustration was with the deception of the service that was being offered, and not that I was thinking that I would be guaranteed any work or jobs. I do not wish to speak with anyone at ***** regarding this issue since I have already voiced all of this to them multiple times. I tried to cancel before, no one had honored my request And gave me The runaround and made it a difficult process. Im  just requesting that I want my business removed from all Angies platforms and no longer have any ties with them at all since this has been a horrible experience as a business owner/ customer. 

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/08/2024

  As outlined in our agreement, there is a cancellation process that needs to be completed with Israel. Our supervisors have made multiple attempts to reach out to him directly to finalize this process. We kindly ask that Israel follow up with our team at his earliest convenience so we can resolve his complaint. For his reference, we have attached the agreement for review. We wish Israel the best in his business and consider this matter resolved.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22460364
  
  I am rejecting this response because: I have already spoke with someone regarding cancellation via phone twice. The ********* said that he started the cancellation process and then return the phone call to me later the following day to say that things were going to be canceled. He had also issued that he would be sending an email regarding the cancellation details which I have yet to find. You are now asking me to get in contact with you again regarding cancellation when I have no wishes to speak with anyone at Angies when I have already made it clear to the first ********* on the phone that I was canceling my account, there is nothing on my end that I need to say or do further to incorporate that I am canceling my relationship with Angies/home advisor. You have my consent to cancel for the 3rd time again and please stop reaching out As there is no further resolutions besides this. Once my account is canceled, I will consider the matter resolved. Thanks.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our company was part of Home Advisor (Angis) since March 2021 paying a yearly membership as well as payment for each lead provided to our ********** September 2024, we received an email saying that our account was suspended. On their website when our company is searched, it shows up as Unresolved Complaints We have received a customer complaint about this professional. Until we work through our resolution process this professional will remain unable to be matched with new customers through ********************., which is incorrect as there were no customer complaints and is posting false information about our company. I called to speak with a few people and they let me know that there were reviews being posted that seemed to be spam. After thorough conversations and investigation, I realized that they contacted us about the reviews to an email that did not pertain to our company. When we asked them, they could not explain where the email came from. We asked them to remove the false information saying we had unresolved complaints due to a customer complaint and they said there was nothing they could do on their end. Ive attempted to call Home Advisor many times and am always told someone will call me back or that the person I spoke with no longer works with. The main issue at hand is that since this has happened a month ago, we have not received one phone call when we would receive many and that false post on Home Advisors (Angis) website is affecting our company yet nobody at Home Advisor (Angis) will help us resolve this as we have constantly tried to resolve this issue, including removing our business from their website, which they also refuse to do as it is against their policy yet posting false information is not.

  Business Response

  Date: 10/25/2024

  We appreciate ****** bringing this matter to our attention and we apologize for any frustrations regarding the notice on his profile. Our team is currently investigating this matter and there is an open ticket in progress pertaining to ******** request to remove the verbiage on the notice. We will reach out to ****** directly as soon as we have an update. 
  

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22428248
  
  I am rejecting this response because:
  
  I have spoken to multiple people at ***** & was told that the verbiage is something they have tried to change but cannot guarantee will change even though its been brought up multiple times by multiple clients so receiving this same response saying that it will be reviewed is not a solution for us because we were already told it would be reviewed & did not receive a resolution.

  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/08/2024

  We appreciate ******** response. At ****, the integrity of reviews posted on pro's profiles is vital to our service and platform. ****** continued to receive reviews that did not comply with our ratings and reviews policies, despite multiple warnings and explanations of the policies. As a result of ******** failure to resolve this violation that was brought to his attention, ******** business was removed from our platform, and the exclusion notice placed on the business profile will stand. 
  

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22428248
  
  I am rejecting the response provided for the following reasons. Despite multiple clarifications, the issues raised have not been adequately addressed. Below is a detailed summary of the problems and our attempts to resolve them:

  
  1.Notification Sent to Unauthorized Email:
  We have repeatedly explained that the emails regarding fake reviews (which were never visible on our profile) were sent to an email address we did not provide. All other communications from Angis were sent to our official business email, except those related to the fake reviews.
  On a recent call with an Angis representative from the ****************** today, I was informed that the email address added to our account receiving notifications about the fake reviews was added by someone named **** ********** on August 1, 2024. We have no knowledge of, nor did we authorize, anyone by this name to modify our account.
  We have recorded proof of this conversation and are seeking an explanation as to how this unauthorized change was made, especially since ***** was unable to provide me with this information when asked.
  
  2.Lack of Communication and Follow-up:
  We were never contacted by phone or our official email regarding the fake reviews, preventing us from knowing these reviews were being attempted.
  In September, after speaking with *** ********* Manager of the ******************* I was asked to provide screenshots of emails from third-party companies offering to sell reviews, followers, etc., which we had ignored. Mr. ******** noted that such companies might post fake reviews to encourage purchases. I complied and sent the requested information on September 13, 2024, but received no response.
  Follow-up emails were sent on September 18 and 25, and multiple voicemails were left for Mr. ********* all without response. When I later contacted *****, I was incorrectly informed that Mr. ******** was no longer with the company. I then requested a call back from another manager to take over our case but was repeatedly told I would be contacted within ***** hours, which did not happen.

  
  3.Miscommunication and Continued Delays:
  A couple of days ago, I spoke with a representative in the ratings department who assured me that someone would follow up, as it showed the case had been escalated since September, with no response.
  On Wednesday, I received a call from *****, who informed me that Mr. ******** had indeed not left ***** and claimed he thought he was the last to send communications to me but then stated instead he had reviewed my case but found my supporting screenshots insufficient for their proof requirements. I questioned why he has not responded directly to my various emails, phone calls and voicemails as well as why no one had informed me of this conclusion for nearly two months, but ***** could not provide an explanation.
  ***** suggested sending another email to Mr. ******** for a response within 24 to 48 hours, but I have yet to receive one. 
  Additionally, she stated that the general message on our profile about unresolved complaints could not be altered to accurately reflect our situation and was unsure if or when it would ever be changed.

  
  ********** Impact:
  Over the past two months, our engagement has dropped by 56%, significantly impacting our business. We have made every effort to resolve this matter, including requesting accurate representation of the issue on our profile on their platform, providing proof that we did not authorize fake reviews nor the addition of the email they were being sent to, and the removal of our company from Angis platform if a fair resolution could not be reached, all of which were denied.
  
  Despite our best efforts to prove that we did not post or authorize the fake reviews and that the email receiving those notifications was incorrectly added to our account without our knowledge or approval, ***** has denied our requests for rectification. We are now requesting that our business be removed from the platform due to the misleading information presented. 
  
  Sincerely,
  
  ****** Huertas 

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a service through **** Home Advisor on July 12, 2024. The Pro never showed up. I then cancelled the service and notified **** **************** by email that the Pro didnt show up and to cancel the service. I have continually been billed for services that were never rendered. I have called customer service and been told on the first call that the billing would be stopped. I called again after billing has continued and was told I could pay for the services and then they would issue a refund. I believe this is fraudulent as the services were never rendered.

  Business Response

  Date: 10/15/2024

  We thank ***** for bringing this matter to our attention and sincerely apologize for any inconveniences this may have caused. Adjustments have been made to her account to avoid any future charge attempts. Should ***** have any other questions, she is welcome to contact us again.