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
- 366 total complaints in the last 3 years.
- 53 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:06/16/2022
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 stopped doing business with Anji's Leads/Home Advisor on April 25, 2022, and had already had my leads turned off, prior to ending business with them. Before I left, I was only accepting "opportunities" and not leads. However, after April 25, 2022, they have continued to charge my debit card various fees for leads that I am not receiving, which caused my bank to continuously reverse the fees and at times, Anji's Leads caused me overdrafts as well. I had to have my debit card cancelled and replaced because they refuse to stop charging me these fraudulent charges. Now today they sent me an email that states that I have a new balance with them for ****** and that if I don't pay it, they plan to take legal action. Please assist in resolving this issue or I will be forced to take legal action against them and thanks for your help.Business Response
Date: 06/27/2022
We regret that Chernese did not have a positive experience with **** Leads. We appreciate the feedback she has provided. We followed up with her, confirmed her account was cancelled, and waived the outstanding balance. We wish Chernese the best in his future business endeavors.Initial Complaint
Date:06/16/2022
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 contacted home advisor to get some electrical work done and made an appointment around June 7th. priced The agreed price was $217. The appointment was cancelled twice due to call offs at the last min, cancelled again due to a no show, again for a last minute call off and finally showed up on the 15th. When he got he he asked me for the supplies to do the job. I told him I did not have any and did not know what was needed. He stated that home advisor stated that I was ti provide the supplies. I never agreed to this. I cancelled the appointment. Home advisor has since charged me$237. I contacted them and they have refused to refund my money.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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Only if they make an effort to contact me a talk to me.
Initial Complaint
Date:06/15/2022
Type:Customer Service 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.
They preach to you to call potential leads multiple times when they dont answer. When you get leads for work that you didnt sign up for and then call to get a credit they have to verify the issue. They call the homeowner 1 time, once, and then when they get no call back they just deny my credit and said basically oh well. I did not sign up for this work, I am not paying for leads of work that we dont do.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.Initial Complaint
Date:06/14/2022
Type:Service or Repair 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.
Home Advisor/ **** leads is trying to charge me for leads that were not valid or credible.Business Response
Date: 06/27/2022
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 parties.Customer Answer
Date: 07/02/2022
Complaint: 17425374
I am rejecting this response because: I have emailed and communicated since June 20th and no response
Sincerely,
***********************Business Response
Date: 07/08/2022
We are sorry our service did not work for this service professional. After receiving this complaint, we followed up and discussed their account at length. We reviewed their previous adjustments to increase their lead flow, their questions regarding billing, and what they agreed to when signing up for the service. Ultimately, we made what we believed was a very fair offer, but it was not accepted. We are still willing to honor that offer if they contact us.Customer Answer
Date: 07/13/2022
Complaint: 17425374
I am rejecting this response because: it is not fair or reasonable. Ive reached out to them through email and phone but redirect me to the debt collector when I call
Sincerely,
***********************Initial Complaint
Date:06/13/2022
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.
I requested a handy man through **** Home Advisor the booking date was on 4/9/2022. A ****************************** reached out to me on and he came and measured for the cabinets. The size he stated that was needed the ********** in ******* didnt have and it had to be ordered. He looked online and told me the store in ****** had them. I gave him my credit card and he drove to ****** to order the cabinets. As of April 19th the he reached out to me via text message and asked me if the cabinets had came in. I let him know not yet but I will check to see what the delay was. Thes cabinets for two cost over ****** and I had already paid home advisor ****** and some change for ******* to install them. I reached out to ******* again via text message to let him know I still had no eta for delivery. I contacted *********************** and talked to a manager to let her know i was not happy because i was under a time restraint from get this project handled. The manager apologized canceled that order and re-ordered the two cabinets and gave me a discount. I reached out to ******* on 5/5/22 and told him the cabinet finally arrived and when can we set a date for him to come out and hang them. He replied Sunday 5/8/22 he stated he would be at me home at 10 am. I waited and waited and at 10:32 i reached out via text find asked what time is he coming. He stated he just go up and will be there shortly. I still handed herd anything from him as of 12:59pm and i sent a test to let him know i had to go to the grocery store and would reach out once i returned. He stated he was waiting on his ***** to help him. It was close to 3 pm by the time he arrived. He didnt look happy to be there. One again i reminded him not to damage my new washer and dryer that i just just purchased in march. He chuckled and said dont worry i will. Well and he did just that. He damaged both sides of the washer and a big deep scathed on the left side of the dryer and a 4 in scathing on the from window of the dryer.Customer Answer
Date: 06/14/2022
To whom it may concern. I wanted to provide some more information that didnt have room to put in the body of the complaint. I filled a complaint with home advisor and spoke to many different reps in that ***** I have been dealing with this issue since the install of the cabinet. I was told that I needed to file this claim with my homeowners insurance. I sent a email to ask why this was not my fault and that my homeowners insurance would not cover this issue. I was told that they wouldnt go any further with this claim without a denial letter from my insurance company. I provided them with the letter and then they stated since the booking date and the install date was so far apart that they couldnt prove that it was *************************** that did the damage. I told them I have text message between him and I to prove he did the install. I have been asked over and over again to provide the same information even though I had already sent a** the documents and pictures on several occasions. I let them know that I would be reaching to an attorney. I also sent pictures of the replacement cost to have the washer and dryer and cabinet replaced. The cost was different because at the time I had got a discount due to military and a discount on the cabinets because of a delay in receiving. ********** had to cancel the first order and reorder the cabinets. I explained that I was not going to get a discount if I had to replace the items now. One again they kept asking me why the amount is different form the receipts. I have explained over and over again and even told them to call me and provided my number. I was sent email that they call and I was not available and that was not true . I received no call or no voice mail was left. I ask them to call me again and no response to the email. I can tell if there was any damage to the bottom small washer due to him pushing it up against the wall onto the piece of wood that have a long nail sticking out of it because the washer is to heave for me to move. They stated since I cant see any damage they wouldnt replace the small unit. I sent them the estimate of the washer and dryer and also the cabinet. It comes to $3585.97. I also have to pay a delivery fee that was not added in this price because at this time ********** is not changing a delivery fee. And one last thing this handyman measured before I bought the cabinets and when he installed the first one he told me he would have to alter the 2nd one to fitcut it down. I seen the incompetent work he did so I wasnt about to let him install and destroy the second one. I am so upset that a well know company like this will not step up and take responsibility for the damages. Taking advantage of customers is not right and something need to be done.
And one last thing he also brought his ***** with him to help with the install and Im pretty sure that home advisor did not approve that
Here are the pictures of the denial letter from my homeowners insurance
Thank you,
*************************
Business Response
Date: 06/24/2022
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: 06/27/2022
Complaint: 17421807
I am rejecting this response because: I I am rejecting this message because I would like the claim to remain open until the company gets back to me with a resolution we both can agree upon . The company has not reached out to me as of today
Sincerely,
*************************Business Response
Date: 07/01/2022
Our Claims process does take time to review. We are in communication with Missy with updates to her claim. If there is no communication, she is more than to email us directly at **********************************.Customer Answer
Date: 07/07/2022
Complaint: 17421807
I am rejecting this response because:
Sincerely,
************************* I called and spoke with the Better Business Bureau a couple days ago and I sent a response to the email that they sent me Ive still got no response from this company. They claim they are in touch with me I called yesterday and got an email from the Better Business Bureau and reached out through email with no response from this company I will be sending the email that I sent to the companyInitial Complaint
Date:06/13/2022
Type:Sales and Advertising 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 contracted with Homeadvisor on 5/26/22 for a fixed-price shelf installation job (BOOKING #********) to be completed on 6/10/22 for $460.53. My job is marked as complete and it isn't done. The pro was unable to complete the work and was supposed to return today to finish it and hasn't come or responded to the text. I want my money back. The contractor didn't come prepared and had never contacted me before the job. She didn't bring a ladder, so I had to let her use mine. Didn't bring any mounting hardware, even though I'd included installation video instructions. She went out to get mounting hardware and brought back cheap and insufficient hardware that wasn't going to work. She had a helper come that was supposed to bring the right hardware, but then he didn't bring the right thing because she said she didn't have enough money to purchase the right hardware. Ultimately she ran out of time and had to leave. She was supposed to come back today by 11 to finish it and I had all the right hardware waiting for her. She hasn't called or texted and hasn't responded to my texts. I reached out to Homeadvisor and they offered to refund $100 on my **** of $460.23. After I continued to press them on the issue, they offered another $112 refund, which is still less than %50 of what I paid. Now I'm stuck with damaged walls and have to find someone to finish the job.Business Response
Date: 06/20/2022
We apologize for any inconvenience ***** experienced as a result of his project not being completed. Our ************* team has since followed up with him and confirmed a full refund has been issued to him. We appreciate ***** bringing him concerns to our attention.Initial Complaint
Date:06/10/2022
Type:Sales and Advertising 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 initially inquired about navies leads to help my business grow. However, shortly after subscribing I realized it was not beneficial to my company as it does not align with our services. We dont **** clients, we are a public adjusting firm and billing insurance carriers. After numerous leads we tried helping, we realized we were throwing away our money and asked to cancel our membership over the phone during one call made to our office from a representative asking why we werent responding to the leads. Then I start getting charged for leads that our company wasnt receiving because we thought services had been paused and cancelled. This morning 6/10/22, I receive a bank alert that I had been charged $88.42 so I called Angies only to be told they could not cancel my account because now I have a pending balance even though ***** verified I had leads that were never even opened because again my business doesnt perform such services. ***** refused to help me with a cancelation saying I dont have back up for my request to cancel. This is fraud! I am being charged for services I dont provide.Business Response
Date: 06/27/2022
We are sorry Dayana did not have a positive experience with our service. We appreciate the feedback she has provided. While we stand by our service, we honor her request to cancel her account and waive the outstanding balance. We wish Dayana the best in her future business endeavors.Customer Answer
Date: 06/28/2022
Complaint: 17409797
I am rejecting this response because:I continue to get charged despite the fact that I reported this as fraud. The merchant being **** Leads continues to search up my information and has charged my new bank card as per my bank. I demand ***** leads to cancel any withdraws and refund me this amount that was just charged to my account today. I continue to receive withdraws and the operators answering the calls an ***** leads dont seem to care.
Sincerely,
*************************Business Response
Date: 07/20/2022
Dayana disputed with her credit card company after we waived the balance, which they overturned in our favor. She was billed for the service she agreed to when she joined the network and signed off on the terms of service. Currently, no balance is due, and her account has been cancelled as a do not Contact.Initial Complaint
Date:06/08/2022
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.
I sceduled an install of a dishwasher through homeadvisor. I was promised the handyman would have reviews and a profile so I would be assured he was good. Well they sent ratings but no reviews to back it up. I called to ask and the agent couldn't understand why so reached out to a supervisor but said they were in meetings. Told me to wait 24hrs. I did no call back. I called again was told can't speak with supervisor and was put on call back for 12hrs. No call back. Just called again was told I am going back on the list and was hung up on. Also they said they wouldn't charge my card but did.Business Response
Date: 06/23/2022
e 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: 06/23/2022
Complaint: 17333269
I am rejecting this response because this is more nonsense. They actually have already reached out and basically admitted it was a repeated failure by both the website and the customer service. And now they are blaming a glitch on the website which is the fourth excuse to why I couldn't see what I was promised. I had to cancel the service and pay some one else almost twice as much because it was a last minute job. ***********************Business Response
Date: 07/01/2022
We did come to an agreement with *** and we are sorry he still upset with our service. We do appreciate his feedback and wish him the best.Customer Answer
Date: 07/07/2022
Complaint: 17333269
I am rejecting this response because: I ended up paying almost double what I was supposed to pay their installer because it was last minute. We didn't come to an agreement they offered no explanation and worse their resolution was to take a small discount off a future service. As if I should trust them again when they can't even explain why over 5 different agents all gave me bad information and wasted my time and money.
Sincerely,
***********************Initial Complaint
Date:06/07/2022
Type:Sales and Advertising 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 logged into ***** List to request a technician to do electrical work in my home. A representative called me several hrs later after filing the request. He asked about the service I wanted and scheduled ******** Services to come to my home on Friday 6-3-2022 at 9am to do the work. On 6-3-2022 I got an email from home advisor that they were rescheduling the appointment because ******** Services was not available, they rescheduled the services for 6-4-2022 at 9am without confirming with me. On 6-4-2022 no one showed up. On 6-5-2022 I received an email from home advisor that someone from ******** Services was comming on 6-6-2022. I emailed Home advisor on 6-5-2022 advising them I did not want anything to do with their services as they had not shown up on two occassions. No one showed up on 6-6-2022. On 6-7-2022 I received a text message from *** of ******** Services that he was in route to my house to do the work. I texted him back advising I had cancelled on Sunday as they kept me waiting on two seperate dates. I advised the individual via text that I did not want anything to do with Home Advisor. Later this date 6-7-2022 I received an email from someone at Home advisor telling me that they were going to charge me for the service as I had not given them 24 hr notification of cancelation. When in fact I had on Sunday the 5th but they continued rescheduling. Home advisor withdrew $177.00 from my account which was the price the representative had qoated me when the original call was made. I want my money back as Home Advisor did not do the work I had asked for, they didn't show up on two seperate days and they scheduled the service without confirming with me even after I cancelled.Business Response
Date: 06/16/2022
We're sorry to hear ********* had anything but a positive experience using our service. We did hear back from her on June 8, 2022, and she confirmed the cancellation request 24 hours before the scheduled appointment. We did confirm with ********* that we were issuing a full refund. We appreciate the opportunity to resolve *********** concerns.Initial Complaint
Date:06/07/2022
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.
Im filing a complaint against Home Advisors also known as **** Leads in regards to their false advertisement in what I was told and now Ive been charged an additional amount different than what I was told. I had a $300 credit when I just started in May and all of a sudden Im being told that I owed over $600 and thats over my $300 when I was told that since I set my leads at 300 it would not exceede that amount and now it well pass that. I was completely mislead and misinformed and would like this entire balance to be removed/waived so that if I decide to move forward with the company now that it has recently explained correctly that I start fresh in June.Business Response
Date: 06/23/2022
We are sorry **** Leads did not work for this service professional. After receiving this complaint, we followed up and discussed their account at length. We reviewed previous adjustments to increase their lead flow, the jobs they won, and their questions regarding billing and what they agreed to when signing up for the service. Ultimately, we made what we believe was a very fair offer, but it was not accepted. We are still willing to honor that offer if they contact us.Customer Answer
Date: 06/24/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not clear being that my account is currently on hold for $354 balance that should not have been billed per the sales rep and previous reps who stated my charges wouldnt go beyond my credit balance of $300 and therefore I wouldnt owe anything that first month unless I continued further service which I have yet to do since this issue happened just in my first 30 day trial month. So just to be clear what part of the $354 charge is being offered to be waived at this current date???
Sincerely,
***********************
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