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
- 368 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:06/06/2022
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 am a customer of **********************/***** Leads. I was sent a "lead" that I purchased from Home Advisor/***** Leads. I spoke to the customer, we established a price of $700 (I know this is the best price in town) and then set an appointment to get the work done. I drove 45 minutes to his home and when I arrived, the first words from my customer were "Boy, ***** Leads/********************** is really trying to steal your business from you". He said "I have received over 8 texts since we spoke telling me the same service is available for much less money"??TEXT: Fixed Price Well Pump or Sump Pump - Repair or *************** from $543.00 $461.55* My jaw dropped open, I couldn't believe this was real. After some assurance, I was able to perform the service at the quoted price. When I called ***** Leads/Home Advisor, I was given some rehearsed garbage answer from a manager. To be certain, I just went on live chat and confirmed it did in fact come from ***** Leads/Home Advisor. This is a TOTAL conflict of interest and basic attempted theft of service. This cannot be legal and sure is opposite of ethical business practices. This must stop immediately, this cannot be allowed to happen. They are actually trying to steal a customer that I just paid for in an attempt to close the sale, as multiple contractors are charged for the same lead/customer name, so we must win each sale. AFTER we win the 1 in 5, 6, 7? other contractors, ***** Leads/Home Advisor is trying to solicit the same client, MULTIPLE ATTEMPTS, MULTIPLE TEXTS, EMAILS, ETC. away from their own customers. They said they were "TESTING" this new program, they admitted to doing it. THIS IS VERY, VERY WRONG and MUST BE STOPPED IMMEDIATELY. They are doing this to other contractors, this in not fair.They are trying to "TEST" this new fraud option so that in the future they can charge their customers for a ***** rather than a "LEAD". The ***** will have a fixed "MARKET PRICE" (which is simply lo balling your OWN customer).HELP!Business Response
Date: 06/23/2022
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: 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 satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:06/05/2022
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.
This sent by email:We recently contracted a service through HomeAdvisor. *** contractor did not complete the job and caused damages to ******************** Home advisor terms and agreement, we reported the issues by phone (and now by email): 6/3/22, called ************* spoke to ********...he will have a supervisor call me back within 24 hours. We have not received a response from a supervisor or anyone from Homeadvisor since our contact/complaint on 6/3.We are now reaching out for resolution by email; as we reported to your rep on 6/3, the job was completely botched/unsatisfactory & damages to property and home were incurred by your service provider: *** tile installation was unprofessional/unaccaptabe: not level or aligned, gaps between (stackstone) tiles; *** service provider had to stop/start twice, removing tiles they installed to try and re-install; Tiles were being cut inside the house; Thin set Cement was mixed inside the house (incurring damage)Service provider incompetence resulted in 6 boxes of (now) unusable tile (mortar stuck to it and the cement board wall)Compensation requested from damage and misuse:supplies were used that we had purchased that are now not usable: replace ************** (#6 boxes tiles) & replace/reinstall or clean mortar from cement board Repair/replace fireplace insert (service provider did not cover/protect; service provided applied or 'dripped' cement onto fireplace insert Service provider cut tiles inside the house & mixed mortar inside house, stone/dust throughout the room as well as inside (television/amplifier) electronic components: Cleaning of house area required: carpet, sofas, electronics. Service provider removed/did not return electric cord lent by homeowner. At the time of my initial contact on 6/3, the day of the booking, I was told by HomeAdvisor **** ********* that a supervisor was not available, but one would contact me within 24 hours. 24 hours have passed and still no contact from anyone at HomeAdvisor.Business Response
Date: 06/20/2022
We have attempted to reach out to the customer via phone and email with no success. We are looking forward to speaking to the customer and working towards a resolution.Customer Answer
Date: 06/22/2022
Complaint: 17321862
I am rejecting this response because they requested we submit damage claim on their claim form; we were able to finalize claim on 6/22/22. We are waiting for a response from that submission to rectify the damages incurred by the company.
Sincerely,
***********************Initial Complaint
Date:06/04/2022
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.
May 25,2022 I am in need of assistance...I am a small roofing contractor who in 2019 after many calls from ****, (I am pretty sure **** was his name) from HOMEADVISOR telling me how good his company was when coming to provide leads, I decided to come onboard with them. They, at the beginning did send me good leads but after a while the quality of leads were not the same, they started sending me bad leads such as: A) wrong address.B) wrong contact information.C) Disconnected phone number.D) Unhappy so-called customers.C)Duplicate leads.All the above is inconvenient however that is not the worst part, the worst part is that they will charge you for all these of leads. Throughout the time I was with them they credited me for some bad leads. Yes. They did. For the last month or so in November 2021 the leads I was getting, were bad leads, leads that led nowhere, I disputed a charge of $599.60 with my bank, which they credited back on Nov 5. I tried to settle the remaining balance of about "$400.00" they claimed I owed them (Home advisor) I asked them to help me with that balance because it all was for bad leads. I called them multiple times trying to settle it up and despite paying them just over $10,000.00 and having 42 Great reviews just on their website, they instead kept enlarging my balance to a bit over one thousand dollars. In February they sent me to their collection department. There they inflated the balance to $2,373.17. Being in collections for such a kind of account bothers me a big deal, because I learned a while back that I have to pay my bills. I PAY MY BILLS. Yes.That can verify with my excellent credit report. But this is not a ****, THIS IS A SCAM.I need your help in resolving this nonsense. I have sent them two letters disputing/asking them for proof of the charges. They have not responded back to me.attached is a copy of the so call **** and the disputing letter.Shound, I needed to be reached ************ ******Business Response
Date: 06/20/2022
We have attempted to reach out to the customer via phone and email with no success. We are looking forward to speaking to the customer and working towards a resolution.Customer Answer
Date: 06/21/2022
Complaint: 17244539
I am rejecting this response because:
Sincerely,
********************* They are right when they said they have called. Yes they have call me and I spoke with them. One lady eas very rude when I told her that I was disputing this fake charges/balance/account.I wrote them two times asking them for proof of this debt. They sent me nothing, thay have nothing. I owe them nothing. They owe me for making me go through this nonsense as it is hard and time consuming for me to be dealing with this as I am not too good with technology. Please look at their track record.Business Response
Date: 06/27/2022
We are sorry **** Leads did not work for ******. 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. We are still willing to honor that offer if they contact us.
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