Business Profile
Contractor Referral
HomeAdvisorHeadquarters
This business is NOT BBB Accredited.
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Important information
- Customer Complaint:On April 12, 2022, BBB recognized multiple patterns of complaints regarding billing and customer service issues. They were grouped into 2 categories:
Business Owners/Contractors allege signing up with HomeAdvisor and setting a monthly expense budget; at the end of the month business owners find out that HomeAdvisor's charges are exceeding the agreed upon expense budget. Contractors/Business Owners also allege signing up with HomeAdvisor under the impression that they will only be charged for leads or “Opportunities” if their business actually gets the job. Business owners further claim they are being charged each time they press “Interested” in the opportunity, even if it includes incorrect information on which they can’t follow up with. Additionally, business owners assert these issues are leading to high unpaid invoices that eventually get sent to collections and/or are settled with a discount.
Consumers allege being charged for more than the agreed-upon rate or being up-charged from their pre-paid rate. Consumers also contend having issues with contractors not showing up to the appointments, changing appointments last minute, and/or receiving minimal or no assistance from the business when incidents occur.
On May 25, 2022, HomeAdvisor provided the following response to the Business Owners/Contractor’s allegations:
“HomeAdvisor’s enrollment process requires pros, before joining the network, to review and affirmatively agree to an “Agreement to Key Terms,” which instructs the pro to review, and provides direct links to, the Terms and Conditions and Key Provisions page on the website. It also clearly and conspicuously explains that, among other things: (1) Project leads are not guaranteed jobs; (2) Standard leads will automatically be deemed accepted by pros and carry automatic charges going towards a monthly spend target set by the pro; (3) Once a pro is approved to join the network, the pro will be billed a membership fee; and (4) Opt-in leads are available and will incur additional charges. By checking the box to confirm the Agreement to Key Terms, the pro indicates that it agrees to these provisions, as well as to the other terms and conditions. The Key Provisions page describes how leads work, including costs; how to receive credits; what a spend target is; that pros are charged for leads regardless of whether the lead is converted to a job; and that there are no guarantees about how many leads a pro can convert to jobs. The Terms and Conditions (which have always been publicly available on HomeAdvisor’s website) provide even more detailed information about how HomeAdvisor works and how various homeowners may submit service requests that are then provided to one or more pros as leads.
To increase opportunities for jobs for pros and to improve the prospects that homeowners will find a pro to complete their projects, HomeAdvisor provides “Opportunity Leads,” which either are slightly outside the pros coverage area or involve tasks pros aren't currently buying leads for but are likely within its area of expertise. Pros are provided with a “free look” at these Opportunity Leads, and the pro is not charged unless it affirmatively accepts the lead. When Opportunity Leads are presented to a pro for consideration, HomeAdvisor conspicuously identifies them as Opportunity Leads that may fall slightly outside the pro profiled tasks and/or location.”
Since the business disagreed with the Business Owners/Contractor’s allegations; on May 25, 2022, BBB requested information/documentation to validate the business’ perspective.
On May 26,2022, the business declined to provide the requested information and provided the following response:
“We are very confident in the process of pros accepting terms and conditions, especially when it comes to pricing and material terms. They must physically check a box to agree with those main points that allegedly they "didn't know about".”
BBB requested a response from the business regarding the second pattern of complaints about Consumer’s allegations. However, as of June 13, 2022, the company has not responded to BBB's request to address the pattern.
Complaints
This profile includes complaints for HomeAdvisor's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 395 total complaints in the last 3 years.
- 58 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/30/2022
Type:Product IssuesStatus: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 spoken with Home Advisor in regard to a refund of $289.76 that was to be refunded to my bank account on June 10,2022, which wasn't granted. They insist it was refunded. I have requested an inquiry from the bank,NO PENDING CREDIT for my account. On june 10, 2022 the amount of $29.99 was deducted from my account bt home Advisior. I have sent the information i received from the bank, my account information showing what accured on June 10,2022 in my account, scan by E-Mail to Home Advisior.com.I have called,sent E-Mail. Here are the requested #********,11927367,11890891 from them ;I sent attachment they received them sent these reponse #********,174826,180001.thank youBusiness Response
Date: 07/13/2022
We apologize for any inconvenience **** experienced and appreciate her bringing this matter to our attention. Our ************* team has since followed up with **** and confirmed a full refund had been issued to her.Initial Complaint
Date:06/28/2022
Type:Order IssuesStatus:ResolvedMore 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 PAID HOME ADVISOR ******* DOWN PAYMENT ON A PROJECT. I FOUND OUT THAT HOME ADVISOR WAS CHARGING ME MORE THAN QUOTE CONTRACTOR SENT HOME ADVISOR SO I CANCELLED PROJECT I FEEL LIKE I'M GETTING A RUN AROUND TRYING TO GET MY MONEY BACK THE PERSON WHO HANDLE MY PROJECT WAS ******************************* ************Business Response
Date: 07/13/2022
We are in the process of reviewing this customer's account. We will be following up with them directly shortly. Our goal is to have their concerns addressed, and that is accepted by all parties.Customer Answer
Date: 07/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**************************Initial Complaint
Date:06/28/2022
Type:Service or Repair IssuesStatus:ResolvedMore 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 had made arrangements with **** to get a service pro to come and fix several things at my house on June 1, 2022. ************************* was the service pro and first off he called and said he couldnt do it that day. He would do it the following day. ***** came the next day and fixed all but one item. That item is the ice maker in the refrigerator. He ran the line but didnt check to make sure it was working - and it was not working. I called him to see if he would come back and finish but he is not returning my calls. I attempted to reach someone at HomeAdvisors/**** but they will not answer the phone. I have sent two emails to them and have received no response. They charged me $384 and paid ***** - and now it appears I have no recourse. Please help.Business Response
Date: 07/13/2022
We are sorry *********** project was not completed to her satisfaction, and the contractor would not return her calls. We have since followed up with ********* and rescheduled to have someone come and complete the project. We appreciate ********* bringing her concerns to our attention and that we were able to help resolve them.Customer Answer
Date: 07/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:06/27/2022
Type:Product IssuesStatus:ResolvedMore 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.
1. I called and canceled my account with the company, then was talked into extending for another month... a week later I called back and canceled the account. I did not feel like the matter was closed so I tried to delete my Credit Card from their site for auto payment. I was unable, so I change the info, expire, address so that the card could not be used. They looked up the past info and billed me anyways. I called and complained and was given a refund and again told them the account was closed.2. They billed me for approx. $300, I sent an email to the billing **** and got auto we will not read your email.3. I called, and I talked to someone, and they said that they could not find where I called to cancel either time the last call, they have logged is me okaying the extension. Well by the time I got off the phone this time I was now unable to log into my account, whether or not I had closed it I should still be able to see it. I Assumed the matter was closed. I got an email a day or 2 ago saying they are sending me to collections.4. They say that they are recording, but every time I tell them I am recording I get disconnected, and they will not talk to me. They say they have to get a supervisor and then I get disconnected, or they say they will have the Supervisor call me back and that does not happen.5. They have sent me leads which were bad and I also discussed this with them which would more than 0 out the balance they say I owe. But they will not refund the money for bad leads. I had no money in the account to be spent yet they continued to try and send me leads and **** me this makes no sense. If the ** feels I have a legitimate outstanding balance I will pay it, but I feel this is nothing but a very large scam.6. If they did not incorrectly charge my Credit Card, why send a refund immediately.Business Response
Date: 07/15/2022
We appreciate ******* feedback regarding his experience while attempting to work with our network. We did work with him on issuing credits to his account on issues with the requests he received. He did acknowledge the terms of service when he started with **** Leads. He was not billed for leads after the approval of the account due to the credits he received. He did have a balance due for requests he received when he agreed to stay in our network. We have since waived the outstanding balance he had and canceled his account. We do wish ***** the best with his business. Tell us why here...Customer Answer
Date: 07/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:06/24/2022
Type:Billing IssuesStatus: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 am trying to cancel an auto subscription for $29.99 with home advisor. They sent me to the website to cancel, there is not a way cancel there. When I called them, they confirm that there is not a way to cancel on the website. They also claim that they can not cancel my account because their computer is down. I have called them 3 times trying to get this canceled before the deadline, and just keep getting the runaround.Business Response
Date: 07/01/2022
We're sorry to hear **** had anything but a positive experience using our service. We have reached out to him and confirmed a full refund had been processed. We appreciate the opportunity to resolve ****** concerns.Initial Complaint
Date:06/24/2022
Type:Billing IssuesStatus:ResolvedMore 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.
Completely messed up my request for service and failed to respond to my attempts to contact them. Instead charged me for services that were not rendered. Very unhappy with experience and their "100% Happiness Guarantee". Their guarantee is worthless.Business Response
Date: 07/08/2022
We are in communication with this customer and are still in the process of working on a resolution. Our goal is to have their concerns addressed shortly and that is accepted by all partiesCustomer Answer
Date: 07/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:06/24/2022
Type:Service or Repair IssuesStatus:ResolvedMore 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 May 28, 2021, I submitted a project request to Homeadvisor.com to fix my AC because there was a heat wave coming and my 4-year-old could not stay in a room with extreme heat. On the same day, Homeadvisor sent me a confirmation with a booking ID ******** saying that on Monday, May 31, 2021 at 10:00am a technician will come to fix my AC. On May 30, 2021, I got an reminder email from Homeadvisor saying that my appointment will come as they confirmed me on May 28, 2021. On May 31, 2021 at around 8 pm, I got another email from Homeadvisor that they have to reschedule, leaving me no time to find another technician in time before the heat wave. In this email, Homeadvisor told me I'm rescheduled to Wednesday, June 2, 2021 at 10:00am. On June 1, 2021 a 2nd reminder email from Homeadvisor came telling me that my rescheduled appointment will come as they confirmed me on May 31, 2021. On June 2, 2021 at around 8 pm, I got another email from Homeadvisor that they have to reschedule, again. At the same time, there's another heat wave coming and I had no time to find another technician. In this email, Homeadvisor told me I'm rescheduled to Friday, June 4, 2021 at 10:00am. On June 3, 2021 the third reminder email from Homeadvisor came telling me that my rescheduled appointment will come as they confirmed me on May 31, 2021. Finally, on June 4, 2021 at around 8 pm, the email from "*****" of Homeadvisor sent me an email saying that they "were not able to find a replacement professional to fulfill your booking for April 20, 2021." It seemed they tried to show the gesture of apologizing for my lost time and also for my little kid having to stay in 2 heat waves up to 100F for over 9 days, and yet they couldn't even get my appointment right. Who did they apologize to? The funny thing is after that they failed their service and I complained to their customer service, this year just on May 27, 2022, they charged my credit card on file for their annual subscription.Business Response
Date: 07/01/2022
We apologize for any inconvenience Lu experienced as a result of their project not being completed. Our ************* team has since followed up and confirmed a full refund had been issued. We appreciate Lu bringing their concerns to our attention.Customer Answer
Date: 07/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Their customer service did process my refund.
Sincerely,
***********Initial Complaint
Date:06/23/2022
Type:Product IssuesStatus:ResolvedMore 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 was in search of contractors to install a new back door and storm door. In the app I am told no pros are available. On the day of the day I tried to book an appointment I get an email saying my project was scheduled to start. Since the app was showing "no pros available" I looked elsewhere and found someone else to come do the job. I tried to cancel and explained that the app was showing "no pros available" One agent told me I could not get a refund and hung up on me, the other told me I could get a full refund since it was the fault of the app glitching, the last one told me I would get a 50% refund. In the end I was charged $439 (full price) for a service I never received. I still can't get anyone to help me gain access to my bookings.Business Response
Date: 06/28/2022
We apologize for any inconvenience Loneisha experienced due to her project not being completed. Our ************* team has since followed up with her and confirmed we are issuing a refund to her. We appreciate Loneisha bringing her concerns to our attention.Customer Answer
Date: 06/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Loneisha *****Initial Complaint
Date:06/22/2022
Type:Service or Repair IssuesStatus:UnresolvedMore 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 Or about March 24, 2022 contact by Home Advisor by email of a pro that would contact me for my specialty paint job, which involved for major kitchen appliances, specifically refrigerator, stove, microwave, dishwasher. I initially been waiting for about 5 weeks. The appointment was scheduled for April 1, 2022. I was very specific about that I need to pro to come for an inspection and to provide with contract, and estimate of money and time. I would have the paint materials there for their inspection. On March 30, 2022 I fell and had to have a hip operation. I tried to cancel the appointment but was unsuccessful so I made arrangements for my neighbor to let the pros in to survey and leave estimate with contract. She did that. Upon being released from rehab on April 15, 2022 I returned home to find appliances in various stages of partially painted, handles off, paint spills, basically a mess and no contract. no , business card, etc. and supplies open. There was to be NO WORK even begun. I had explained this to Home Advisor clearly at on at least 10 prior phone calls. Since I was only changing color on appliances in already excellent condition with a DYI paint from *********** I wanted to be sure the pros sent me understood the scope and qualifications needed. I was assured there would be no problem. Now I have filed a formal complaint, sent pictures, receipts, replacement values, all they have asked, still have no resolve and I dont think they care. After more than 25 phone calls since April 15,2022 my kitchen appliances are not made right or replaced. The company that came doesnt answer phone. Through a detective friend have found out that the company given me is not even licensed and has at least one felon employed. Obviously Home Advisors DO NOT DO THE screening that they advertise. I need to be able to have the appliances repainted and damages repaired or replaced soon. This should have never happened if the booking person would have LISTENED CAREFULLY.Business Response
Date: 07/01/2022
We are in the process of reviewing this customer's account. We will be following up with them directly shortly. Our goal is to have their concerns addressed, and that is accepted by all parties.Customer Answer
Date: 07/01/2022
Better Business Bureau:
I have reviewed the response yet made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** Krossthe business has no accepted ANY RESPONSIBILITY FOR THEIR BALANT BUSINESS SCAM. I would like a fair resolution. I will accept a fair and timely resolution.
Customer Answer
Date: 07/18/2022
The complaint WAS NOT RESOLVED. Never HEARD FROM THE COMPANY. Why werent you of more helpBusiness Response
Date: 07/27/2022
We are in the process of reviewing this customer's account. We will be following up with them directly shortly. We aim to have their concerns addressed, which is accepted by all parties.Customer Answer
Date: 08/02/2022
Complaint: 17460637
I am rejecting this response because:
Sincerely,
***************************. It would seem that it would not take 3 months to take responsibility and to resolve this issue for sending a workers who were not professional and had never done this kind of job before. Also to send people who were not professional that actually damaged my appliances was reprehensible. Also the person that was sent had not been background checked as promised and in fact had a least one felony conviction. This company operates on false advertisement and doesnt have professionals.Also the happiness guarantee means nothing. I sent well over 30 pictures showing damages. They have ignored me. Also the customer department doesnt respond to customers and no one ever returns phone calls. They do business only by email which they ignore. Most employees do not understand English so just read their responses from cards when one orders so it is usually a challenging process. Company rates a big 0Initial Complaint
Date:06/22/2022
Type:Service or Repair IssuesStatus:ResolvedMore 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.
dates: 5/20/22, 5/29/22, 6/10/22, 6/16/22 - we have cancelled this contract 3 times over the past 2 years and do NOT use this vendor. They send me leads which I do not use and do not have access to use. They set up appointments for me for jobs that do not pertain to my business and do not advise me of them. The 4 transactions above that they are charging me for comes to $806.11. I have filed a complaint with **************** and have blocked this vendor. I do not use them, have never used them and have requested cancellation several times to no avail.Business Response
Date: 07/01/2022
We do apologize that ****** had to go to this extent to review his account. We appreciated ****** being part of our network for three years. There was a review of his **** Leads account he elected to pause his request for ninety days on January 20, 2022. We did notify him a few days before April 20, 2022; his leads would be starting. There was no notification from him to not send the request as scheduled, and the requests did resume. We are sorry for his frustration; we have canceled his account per his request. We do wish ****** the best.Customer Answer
Date: 07/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************
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