Current Alerts For This Business
BBB files indicate that this company may have a pattern of complaint. Specifically, consumers allege the business
• Provides leads that are false, outdated, and/or have invalid contact information
• Fails to clearly and conspicuously disclose contractual terms and details of services
• Becomes difficult to reach and/or fails to respond in a timely manner when consumers wish to inquire about issues pertaining to refunds, contractual agreements, services, and/or lead quality
• Suggests “Pros” who provide shoddy work and/or unreliable service
• Applies unexpected charges for services and subscriptions
On February 2, 2023, BBB requested that the business respond to the alleged pattern. On April 28, 2023, Angi responded to BBB’s requests:
"Angi denies that any of the individual cases amount to a pattern of complaints. The vast majority of our customers do not experience these issues, as these claims represent only .003% of total projects requested.”
The following is a summary of Angi’s response to each allegation:
Provides leads that are false, outdated, and/or have invalid contact information:
“We deny that this is a pattern of complaint given these claims represent less than 0.0009% of projects requested/leads.
Because we value the integrity of our platform and our relationship with Pros, we have invested millions of dollars in technology to filter out potentially invalid service requests to ensure that only robust, valid, and high quality leads are provided to Pros. This year, we have increased our investment in this area substantially. We have implemented screening processes that evaluate incoming service requests across multiple criteria, and only those service requests that pass through the various filters will be matched to Pros. We are continually updating these screening processes to improve the quality of our leads. In addition, if we learn that any spam leads got through our filtering system and were matched to Pros, we will proactively provide lead credits to the Pros who received such leads.”
Fails to clearly and conspicuously disclose contractual terms and details of services:
“We deny that this is a pattern of complaint as we clearly present terms and conditions to all users, Pros, and homeowners, who use our services. According to our data, any complaints represent a negligible percentage of claims.
As part of our enrollment process, we require Pros, before joining the network, to review and affirmatively agree not only to our terms and conditions, but also our ‘Agreement to Key Terms,’ which, as the title suggests clearly and conspicuously addresses questions relating to key terms that govern the contract and relationship between us and the Pro. This affirmative step, which goes above and beyond the standard process of accepting terms and conditions, helps clarify the details of our service and how Pros can be successful on our platform.”
Becomes difficult to reach and/or fails to respond in a timely manner when consumers wish to inquire about issues pertaining to refunds, contractual agreements, services, and/or lead quality:
“We offer robust customer care hours across chat, phone and email and are proud to boast wait times less than the industry average. This is clearly not a pattern as it represents less than 0.0003% of projects requested.
Our customer care team is available at minimum Monday - Friday from 8-8 ET via chat, email and phone and over the weekends we have care teams staffing phone, chat and email to ensure rapid response. Our average response time for chat is less than 120 seconds and on average under two minutes by phone. These wait times are not only in line with industry best practices, but in many instances, beating industry averages. Customers have access to multiple channels (phone, chat, and email) for assistance so that we can best serve them on their preferred channel of communication…We are continually working to ensure we have the right staffing to help both homeowners and Pros with any issues, questions or help they might need.”
Suggests “Pros” who provide shoddy work and/or unreliable service:
“Millions of people come to Angi every year and find quality Pros to do their work. Of the millions of projects 0.0006% result in an issue with the quality of workmanship. We are proud of our over 99% happiness rate and deny that there is any pattern of complaints relating to the quality of work.
Only Certified Pros and other Angi-approved Pros are featured with premier placement and badging on the directory or through matching. We also have a robust monitoring process in place to identify any negative trends with Pros. This added measure helps us ensure a level of quality. We not only have reliable customer care support available all days of the week, we have processes in place to assist. These include our Complaint Resolution Process and the Happiness Guarantee.”
Applies unexpected charges for services and subscriptions:
“0.001% of total project requests/leads resulted in a complaint of this nature. This is not a pattern of complaint.
All customers and Pros must review and agree to relevant Terms of Use prior to using our services. The Terms clearly state expectations for any subscriptions, memberships, and fixed price service bookings. If customers or Pros have questions, they can reach our care teams for assistance. Additionally, an automatic membership renewal email is sent to homeowners 30-60 days in advance to give them necessary time to review their subscription details and decide if they would like to cancel. We also send Pros notices 30-60 days in advance of their renewal to afford them the opportunity to review and determine if they want to continue their contract. Lastly, efforts, including improved user experience for Pros as well as machine learning-based matching, are being made to support service professionals in managing their spending to stay within their allocated budget and avoid overspending.”
As of June 13, 2023, BBB will continue to monitor the alleged pattern of complaint.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contacted anji list for assistance for having 4 tv mounts put up. I received quotes from 3rd parties. They were just to expensive and they could not guarantee the work. Or the price was the same price as ******** Then I received a call from someone at Angie list not a 3rd party. He provided me wirh a quote that was cheaper than ******* it was 230.** and he said they can guarantee and warranty the work. I told him at the time I could not prepay for the services he said I could call back and prepay for the services. I called today and the first person I spoke with said I need to call the 3rd party I tried to explain to her that someone from angie called me she said it no notes. So I asked to speak to a supervisor she transferred me back to customer service. The lady keep saying I do not have a appointment I told her I do not. She could not assist I asked for a supervisor she said I would have to wait 24hrs before one may call me back. The customer service *****. I am trying to get things resolved but I can't
Business response
07/10/2024
We're so sorry to hear that ******* has had any difficulties booking her service. We have emailed her instructions on how to book directly through our site, and we have also provided the phone number for our booking department directly to ensure that she is not improperly transferred moving forward. If she does have any additional questions we do ask that she respond to the email we sent today, July 10th.Customer response
07/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] The response does not address the complaint. It is generic and has nothing to do with the complaint.
Regards,
***********************Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
First pro on Friday 6/28 called and said he didnt even know he was scheduled to come at 7am said he could come at 9am but somehow caught a flat tired. Sunday 6/30 a pro was scheduled but canceled 30 mins b4, and now Im waiting on the 3rd pro who has mysterious misplaced his keys was suppose to be here for 5 he said he can come for 730 but isnt answering his phone! Overall Angi should give ppl who have to reschedule because of the pro their money back! There isnt any kind of compensations for these instances! Sorry isnt good enough when you are wasting ppl time! I booked through Wayfair but its really sad that nobody cares about a customers time! Yall dnt even hire component ppl! Never againBusiness response
07/10/2024
We're so sorry to hear that ******'s experience has been anything but positive. This is not the kind of experience we would expect for her to have when coming to us for help with her home projects. After reviewing her account we did find that she did contact our ************* team on July 2nd and the service does appear to have been completed to her satisfaction. If she does have any additional questions or concerns we do ask that she contact our ************* team directly for assistance.Customer response
07/10/2024
YES COMPLETED AT ALMOST MIDNIGHT ON JULY 2nd WHEN THE SCHEDULED TIME WAS at 5PM!
Angi scheduled me on 6/28 which the pro didnt even know he had an appt and then on the way to my home caught a flat tire. (No compensation from Angi)
I called Angi to reschedule and it was rescheduled for 6/30 at 8am and was cancelled at 7:30 am per Angi ( no compensation)
The Job was FINALLY COMPLETED at almost midnight on July 2nd when it was suppose to be from 5-7pm, pro showed up at 6:30pm and didnt finish until 1150pm (still NO COMPENSATION)
This company owes me something! I will continue to file complaints until i get some kind of compensation! I was not satisfied with anything i was just happy a pro showed up to do the job! There are so many pros that work for this company that arent competent its sad and Angi is taking no responsibility at all for their poor customer service!
Customer response
07/10/2024
First pro on Friday 6/28 called and said he didnt even know he was scheduled to come at 7am said he could come at 9am but somehow caught a flat tired. Sunday 6/30 a pro was scheduled but canceled 30 mins b4, and now Im waiting on the 3rd pro who has mysterious misplaced his keys was suppose to be here for 5 he said he can come for 730 but isnt answering his phone! Overall Angi should give ppl who have to reschedule because of the pro their money back! There isnt any kind of compensations for these instances! Sorry isnt good enough when you are wasting ppl time! I booked through Wayfair but its really sad that nobody cares about a customers time! Yall dnt even hire component ppl! Never again
I AM NOT SATISFIED BECAUSE I DID NOT RECEIVE COMPENSATION FOR MY TIME BEING WASTED AND PROLONGED!PRO DIDNT SHOW UP 6/28 (Wheres my compensation?)
Angi cancelled my appt on 6/30 30 mins before arrival time. (Wheres my compensation?)
Pro was suppose to arrive at 5pm ended up arriving at 630 pm and didnt finish until 1150 pm on 7/2 again Wheres my compensation?)
I need compensation for my time wasted and for Angi not caring about hiring trustworthy ppl to do their work! On top of that my install was a 2 person job at 2 hours and Angi only sent one person which wasted more of my time!
NO IM NOT SATISFIED AT ALL! The job was just finally complete! And Im happy a pro finally showed up! Angi just give ppl their money back after you wasted their time! We shouldnt have to file a complaint! Yall know how incompetent yall and ur employees are save ppl some time!!!
Customer response
07/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
NO COMPENSATION FOR OFFERED! WAITING ON SOME KIND OF REFUND FOR MY INCONVENIENCE!!!!!
Regards,
*********************Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hired Angi and prepayed for service. ******** came out, was there 15 min, got in his car and left. I then receive a message that I canceled and I would not get a refund. I contacted Angi within 15 min and they claimed to have processed a refund. I was told 3-5 days, then I was told up to 10 days, its been 2 weeks. Nothing. I want my money backBusiness response
07/03/2024
We apologize for any inconvenience or frustration ****** experienced. We followed up with ****** shortly after his complaint and confirmed he had received a full refund. We appreciate the opportunity to address and resolve ******'s concerns.Customer response
07/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
*****************************
Initial Complaint
07/01/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased the service on May 8th. I scheduled Angi's services to do an installation on May 14th. They canceled and rescheduled for May 17th. They canceled again so I requested a refund. I called Angi and they told me I had to submit a form along with an invoice through email which I did. I have called starting the end of May until June 24th and have been told first the refund is pending. Then I didn't submit the right invoice so I resubmitted June 6th after calling and finally getting an email stating something was incorrect with the invoice. Then I was told June 12th my refund would be escalated and I should receive it by the next day. To date no refund.Business response
07/09/2024
We appreciate ******* for bringing this to our attention and sincerely apologize for any inconveniences experienced. Our Customer Support team has been in contact with ******* and have confirmed that a refund was issued. Should ******* have any other questions, she is welcome to contact us again.Customer response
07/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
I finally received my refundRegards,
***********************
Initial Complaint
06/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am a small business owner and have been with them since 2017. I had a lead come through on June 25,2024. This lead was for dry cleaning of drapes. I dont do that job description. I called and they told me I would have to wait for 5 days for a credit approval. On June 27, 2024 I received two more leads for house cleaning. That is what I do. One number was disconnected and the other one rang once and hung up on both day and night numbers. I called Angi and they told me that I would have to wait for approval. I told them to take my debit card off my account. They refused. I told them to cancel my account. ********* sent me to cancellations. **** proceeded to tell me that my account had too many red flags. I asked what they were. He proceeded to tell me I didnt have enough reviews which I had 14 and a 4.75 out of 5 rating. I didnt have any pictures on my profile. And that I needed to shorten my zip code areas. I told him I wasnt going to do that and I wasnt putting customers pictures on the web. I respect their privacy. I also told ****** dont work for Angi that they work for me by advertising purposes. I had to cancel my bank card to protect my bank account. I got a call from one of the leads I could not get through to today. She was very upset because a guy I allegedly sent to her house didnt finish the job or come back. I asked her how she got my number and told her I dont have employees. ****** asked me dont you work for Angi? I told her no I advertise through them. She called Angi and they told her I was the business that sent ****** to her house. She and I had a long conversation about Angi and how they charged another lady ****** and set an appointment without my knowledge. I set my own appointments and I set my own prices and again they work for me not the other way around. I called Angi again and they told me I was not getting credited and that my account will close after I pay for the bogus leads. They were going to turn me into collections.Business response
07/09/2024
We appreciate ****** for bringing these concerns to our attention and regret to hear that her experience was anything but positive. As we have received ******'s request to cancel, we have fully closed her account and have waived the outstanding balance. Should ****** have any other questions, she is welcome to contact us again.Customer response
07/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
***************************Initial Complaint
06/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was gathering info about their subscription service and the price was too high. Angi's List has called me 3 to 4 times daily for the past week, despite me informing them that I do not want to sign up and to take me off of the call list. They keep calling from a different number every time so I can't block them. They are incredibly pushy and I can't get them to stop. I'd like to file whatever it takes to get them to stop calling me please. In the pic I uploaded, it shows my call log the past couple days and each number changes a little. I keep adding to block list.Business response
07/01/2024
We do apologize for any inconvenience that this may have caused *******. We have updated our files and placed a DO Not Contact on his account with the information he provided.Initial Complaint
06/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We are a local electric company we Subscribed to Angies leads account to gain job leads with false promises of many job leads in the area and a full refund if not satisfied with the platform. since then we have received many Scam/made up leads charging my account promised satisfaction refund denied. They have been slipping in leads Late without notification trying to get me to break Satisfaction refund terms that I must call within 30 minutes, but leads are not popping up. real shady business going on. Ive seen nothing but total scam and sneakiness since signing up. We feel completely cheated out of our money. We hope to get refunded the ****** we have spent with them so far between subscription and false leads or if nothing else that there could be a stop put this so no other business has to go through with this nightmare that we have with Angies leads.Business response
07/02/2024
We're so sorry to hear that ******** initial experience with Angi Leads has been anything but positive. This is not the experience we'd expect for him to have, and we do work to ensure that every pro in our network is fully aware of the functionality of our system, and is educated on how best to use our service. We do provide an onboarding call within three days of a pro joining our network, and when we attempted to perform the call we were unable to connect initially. We have since spoken with ****** regarding his account and cleared up any misunderstanding. We do want to make sure that ****** does have his push notifications turned on for our app. We do also send text messages, emails, and phone calls whenever a new lead is received. This is done to alleviate any missed notifications. We have reminded ****** as well that he must receive ten leads before he would be eligible for any refunds. Once he receives, and contacts, his first ten leads we do ask that he contact our *************** directly for assistance.Initial Complaint
06/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Refuses to give $600 credit back after fullfiling agreed that if the first 10 customers didnt get a payed lead i could get refund . They state they have no record of me calling even though i have called every single lead multiple times .Business response
07/03/2024
We have followed up with ***** regarding his account and a resolution to resolve his concerns. We are waiting for a follow-up from him to the recent offer proposed to him. We hope to have this matter resolved shortly.Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Poor customer service, not keeping up they end of the deal, leads are leading to nothing at all even thought Im giving low estimates, the leads that are coming in is not the correct type of work that I provide. And also I was mislead about the type of work the leads would be looking for. After making a complaint I was told that I should keep paying for the service, wait it out and see if it eventually works. I just started my business and Angies list is scamming me. When I ask to speak to a manager or higher up I was told by the person I was speaking to No Im who you got his name is *****************************Business response
07/03/2024
We apologize for the difficulties *********** had reaching his Client Success Manager to discuss his concerns with his leads and for any frustrations he has experienced. A cancellation case was created on 6/27/24 per his request and we are in the process of cancelling his advertising. Due to ***********'s advertising having been active for just over one week and requesting cancellation just 6 days in, we will be waiving the early termination fee mentioned in his agreement, and his payment will be refunded. He will receive a confirmation email once the cancellation is completed and is welcome to reach back out if he has any additional questions or concerns. We wish him all the best with his new business and future endeavors.Customer response
07/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
*********************************
Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Angi has been trying to get a subscription fee, but I was trying to cancel for two days and I sent all. I even had a chat with a worker on Tuesday. All I want is my money back. 6/25/2024 to the present.Business response
07/02/2024
We apologize that ***** was charged for his membership renewal and for any frustrations he experienced. We have cancelled and refunded his membership fee in full and he should expect to see the funds posted to his bank statement within 3-5 business days. ***** is welcome to reach back out if we can be of any further assistance.Customer response
07/12/2024
Thank you I got the refund and they closed my account.
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