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• Provides leads that are false, outdated, and/or have invalid contact information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Provides leads that are false, outdated, and/or have invalid contact information: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
08/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 06/16/2024 I entered into agreement with Angi ads/angi list , agreement number 7734865On the 2nd day of this agreement I called the company and the sales person which never got back to me. I then left a message with representative to be left with ***************************. I was then told she was on vacation. After the 2nd day I did not open any leads that was sent to me. The initial payment was $560.00. The leads kept coming regardless of my stating to cancel said agreement due to having the legal right. On July 6,2024. *************************** sent me an email stating that the agreement has been cancelled. Her number is ************. On July 31st. I received an email from ***************************** stating Angi settlement offer. The offer is for $2,117.50 and offer expires on 8/16/2 024. . Her number is ************. I do have copy of email sent to ******* regarding my cancellation . Thank you.
Business response
08/14/2024
We're sorry to hear that *****'s initial experience with Angi Ads had been anything but positive, and that he decided that he no longer wished to advertise his company with Angi. We have reviewed his account and we have waived his Early Termination Fee, and there is no additional money owed. If he does have any additional questions or concerns we do ask that he contact our *************** directly for assistance.Customer response
08/14/2024
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
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I hired Angi for 3 hours of painting to paint a brand new cabinet in my mudroom. On 6-10-24 the painter came and painted for under 1 hour and stated hed have to come back another day to finish. The cabinet did not even get one full coat of paint, it looks awful. On 6-20-24 I reached out on the Angi app asking when my painting would be finished since I was told someone would contact me to come back and they never did. The painter responded hes just waiting for Angi to put me back on his schedule and cant come back until then due to insurance issues. After several attempts of not being rescheduled I again reached out to Angi via their app and telephone on 7-17-24 and requested a refund. I spoke with several people including ****************** and after an hour Angi agreed to give me a full refund since the project was never completed and Id made several attempts on my part to have them come to my house anytime. Even though they agreed to a full refund on 7-17 they never refunded my money on my credit card. I filed a dispute with my credit card company which Angi is fighting. They were supposed to reimburse me $392.01. They also have a 100% happiness guarantee which they are not honoring.Business response
08/14/2024
We sincerely apologize for ****'s situation and regret the frustration and inconvenience she has experienced. We recently reached out to her to address her concerns and reviewed our complaint process. We are currently waiting for the submission of her form and documentation, and we hope to have her concerns resolved shortly.Customer response
08/14/2024
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. They called me last night and said they will issue a full refund. I have dropped the dispute with my credit card and will give them the proof they are requesting as soon as it is available on my credit cards website. ********* said this could take 7-10 business days and then Angi has agreed to issue my refund.
Regards,
*********************
Initial Complaint
08/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I signed up for an Angi subscription because I needed service help with my appliances and Angi's list stated a discount amount that more than pays for the subscription. However, Angi did not provide the discount payment reimbursement and I canceled the subscription. I thought. I found recently that Angi had been charging my credit card $29.99 each July for the past 3 years totally $89.97. I request my monies refunded and all future charges to cease.Business response
08/14/2024
We appreciate ******* bringing this to our attention, and we apologize for any frustrations the automatic renewal may have caused. We have issued refunds for all 3 membership charges, and ******* should see the refunds reflected in his bank statement. He is welcome to reach back out if there is anything else we may assist with and we're happy to help.Customer response
08/14/2024
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. As stated, Angi has been true to their words and continues to have a great reputation with me.
Regards,
*********************************
Initial Complaint
08/01/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I opened my Wildlife Control business just over a month ago. Directly after filing with the state, Angi Pro Leads started contacting me through a salesperson named **** who explained to me that Angi desperately needed a Wildlife Control Agent in my area, as my zipcodes were averaging 3+ leads per day which were going unanswered. As well she claimed to have 89 seperate opportunities available which have gone unanswered. She told me she was willing to offer a discount to convince me to join. After going over the terms of service with ****, I decided regrettably to sign up for the $300 package. They walked me through steps to set my account up, which I completed every task asked of me including getting 8 reviews when only asked for 5. After about 2 weeks I had still yet to recieve a single lead or opportunity, so I reached out to Angi support who told me that I had completed the account setup and I was actively available to recieve leads. I asked them about the 3+ average leads in my area and the 89 opportunities, at which point the support agent explained to me that they have had active issues with salespeople being deceptive and needing to be trained better, and explained to me that **** had been dishonest with me about the lead volume in my area, and was sorry about the deception but was unable to give me the refund **** had promised me, as she failed to explain that I needed to take on 10 leads prior to requesting a refund. This was not told to me prior to purchasing the service, despite me asking **** what the terms of the refund were. She lied to me about those terms. I tried 2 more times to reach out to support including through the email address provided by BBB. They ignored both requests. Finally I got a call from an Angi salesperson, who asked me again to sign up, not knowing my business was already with them. I explained my grievances to him, and he said support would immediately call me. They still have not a week later, and are ignoring my requests today.Business response
08/09/2024
We regret any misunderstanding and frustration ******* experienced with the Angi Network. We apologize for any confusion or difficulties he encountered while using his Angi account. We followed up with him to review his account and explained the billing, our policies, and the coverage area he had chosen to market.
We want to note that any changes made after the approval of his account affected the number of requests he would receive compared to what he was initially quoted. While we stand by our service and believe he could have found success with us, we are honoring his request to cancel his account and issue a refund. We wish ******* the best in his future business endeavors.Customer response
08/09/2024
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
07/31/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
For several months I was reached by the company Angi Ads **************************************************************************************** *************. They were offering advertise my company on them company. Finally on July 5th I decided to advertise with them because they always said that I was going to be able to finish the advertisement anytime if I dont see good results, I ask them if I was able to advertise just one month to try with no extra fees and the said yes, you can finish it whenever you want without any extra fees, even they say if after the first 10 customers nobody hire my company the were going to refund my payment that was 750 for one month. On July 11 I realized that they were advertising my company with several other companies at the same time which was totally different that they say in first and no one hired my company so I call them to let them know that I was going to advertise this first month and no more, then they said that I have to pay 35 percent of a contract for 12 months and that was totally different than what they said when I was reached by them, I specifically ask if I was going to be able to advertise just one month to try them services to see how it works with no issues after that and they say yes, no extra fees if after the first month you dont want to continue, I actually remember the guy who called me, his name is ******************* and his cell phone number is *****************.Is totally unacceptable that a company like that makes that to small companies like my company forcing us to pay extra fees when they said something different and actually I dont know when to sign any contract. I made a little research on internet and theyre doing this same practice systematically.What I need is to get be able to advertise this first month and get everything done with the company Angi with no extra fees which is what they offer me and they say that I was buying. I thank all the help that BBB will give me and please dont let them keep doing this to small companies because its totally unfair and unacceptable.Thank you.Business response
08/05/2024
We're so sorry to hear that *****'s experience has been anything but positive, and for any misunderstanding regarding the terms of his agreement. We have performed a full review into *****'s complaint, and we did find that his concerns stem from some confusion regarding the Angi product he applied for. We do have two products available for independent pros looking to join our network. Angi Leads provides leads from consumer created projects through our site. Service professionals do pay for each lead received, and there is no annual contract. Angi Ads provides advertising space in the Angi directory. When a consumer browses our site for professionals they can send a message or request a quote for a home project. This is billed as advertising space and there are no individual charges for contacts from homeowners.
***** did begin the process to sign up with Angi Leads (Advertising Agreement Attached) and was offered a promotional offer where he could receive a refund if he did not win a job after receiving ten leads. Ultimately ***** did not join our Angi Leads product and instead opted to join Angi Ads (Advertising Agreement attached). As Angi Ads provides advertising space to receive contacts there is no offer that allows cancellation with no penalty. There is a 35% early termination fee that is billed if the contract is terminated early. As ***** chose to use our Angi Ads product he would be bound by the terms and conditions of that agreement.
We have taken the steps to waive the early termination fee and ***** will not be required to pay out his agreement. If he does have any further questions we do ask that he contact his Client Success Manager directly, or reach out to our Angi Ads Business Center.
Customer response
08/06/2024
I really thank BBB to helped me to get this issue resolved. I would like if is possible to get a copy of them response, everything else from BBB its been totally helpful.
Thank you guys for your help.
Customer response
08/06/2024
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
07/31/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I was given false/misguided information from a representative that called me to sign up with Angies list. I was under the impression from the representative that I would pay for a yearly subscription(which I was okay with) and then only pay Angies list/be charged for the lead they provide me after the work is completed. Instead, Im actually charged for every single lead that I am given regardless of whether or not I get the job. I tried asking for a refund on my yearly subscription and they only have a 3 day refund policy which includes weekends and I was busy all weekend unable to speak with my customer service rep for initial introduction within those first 3 days and now I am unable to receive a refund on my yearly subscription when I havent been available in the first place. I tried calling and asking for a refund and no longer do business with them and they said they couldnt do anything except not charge me for the first few leads they gave me. I was given false/misleading information and no longer want to continue with the business and want my money back.Business response
08/07/2024
We regret any misunderstanding and frustration **** had with the Angi Network. We apologize for any confusion or frustration he encountered when using his Angi account; his feedback is much appreciated. While we stand by our service and believe he could have seen success with us, we are honoring his request to cancel his account and issue a refund. We wish **** the best in his future business endeavors.Customer response
08/08/2024
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
07/29/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I contacted Angi to get a quote for cleaning my home air ducts. The customer service representative provided me with a price, which I agreed to, and they scheduled a professional to do the job. However, the company never showed up to complete the work. I reached out to Angi and requested a refund, but I was informed that they would not refund my money and instead offered to reschedule another professional to come out. Another company was sent out a week later, but they also could not complete the job. I contacted Angi again to explain that I had paid for a service that was never provided. The customer service representative attempted to reschedule the service again, but I explained that I had already taken time off work twice for this and the job still wasn't done. Despite this, Angi has not provided me with a refund, and the work remains incomplete. It's extremely frustrating to have a company take payment for a service they never provide. I am seeking a refund since the agreed-upon service was never completed.Business response
07/30/2024
We're so sorry to hear that ****'s experience has been anything but positive. This is not typical, and not the level of service we would expect for her to have when coming to us for help with her home projects. We have processed a full refund for both her annual membership and her service. While the refunds have been processed, depending on her card provider, it may take 3 - 5 business days for **** to see the transactions on her account. If she has any additional questions we do ask that she contact our ************* team directly for assistance.Customer response
07/30/2024
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
07/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
July 24th, 1999 Someone name ***************************, used deceptive and misleading tactics to get me to sign my business up for Angi leads. I didn't know if I was going to be charged up to $100.00 for each lead. I tried cancel, but they wouldn't.Business response
07/30/2024
We're so sorry to hear that *********'s initial experience has been anything but positive, and for any misunderstanding regarding her Angi Leads accounts. We were able to speak directly with her yesterday evening regarding her concerns. We have credited her account for the leads she received prior to her onboarding call, and we were able to come to an agreement for her to continue working with Angi Leads. If she does have any questions we do ask that she contact her Onboarding Representative directly, or call our *************** for assistance.Initial Complaint
07/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I accidentally signed up for Angi Leads when trying to sign up for Angi Services. The account was supposed to be deleted last year, now a year later they charge me $287.99 and say my account is on hold and refuse to cancel my account without paying.Business response
08/05/2024
We regret that the Angi Network was not a fit for ***** and his company. We greatly appreciate his feedback. While we stand by our service and believe he could have found success with us, we are honoring his request to cancel his account and waive the outstanding balance. We wish ***** the best in his future business endeavors.Customer response
08/05/2024
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 will note, the company offered this solution after I filled the complaint while on the phone with them going back and forth, with them still trying to get money from me. Cancellation should not be so difficult and should not require calling to talk to a salesperson, whom is using prewritten talking points to coerce people for money.
Regards,
***************************
Initial Complaint
07/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
This company continued to charge me annually from 2021 on! After I cancelled in the first 30 days free trial period! I didn't realize they were charging me until this year when they charged the ***** on April 8th and I went back and seen they have been charging me since 2021! I disputed these charges with my financial institution after I couldn't get any results from the company itself. Then this company FALSIFIED DOCUMENTS THEY CLAIM I RECEIVED IN AN EMAIL, AND SO MY BANK CANCELLED THE DISPUTE! I HAVE PROOF THEY ARE LYING! THEY SAID I CREATED THE ACCOUNT ON APRIL 8 2024 WHEN THEY HAD BEEN CHARGING ME SINCE APRIL 2021! AND SENT ME AN EMAIL STATING MY MEMBERSHIP WAS RENEWED! WHICH IS HOW I WAS NOTIFIED THEY HAD NOT CANCELLED MY MEMBERSHIP WHEN I TOLD THEM TO DURING THE 30 DAY FREE TRIAL! HOW COULD I CREATE MY ACCOUNT, AND START THE SUBSCRIPTION LIKE THE CLAIMED TO MY BANK ON 4 8 2024, IF THEY HAD BEEN CHARGING ME ANNUALLY SINCE 2021! IT'S FALSE! THEY LIED! THEY CREATED ILLEGAL FALSE DOCUMENTS TO GET OUT OF GIVING ME MY MONEY BACK THAT THEY STOLE FROM ME FOR THE LAST 4 YEARS!Business response
07/31/2024
We apologize ******* felt she was billed incorrectly for the Annual membership we offered her in 2021 when she was looking to have the Pest Control project completed. When she made the request she opted into the membership for the discounted billing. Unfortunately, that project was not completed. We do not have a record of her requesting to terminate her annual membership at any time. We did continue to bill the $19.99 Annual fee for the next two years. We have since issued a refund for 2022, 2023 and 2024. ******* should see the refund in the next five to seven days. Again, we are sorry for the frustration and inconvenience ******* experienced.Customer response
07/31/2024
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,
*************************
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