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• Provides leads that are false, outdated, and/or have invalid contact information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Provides leads that are false, outdated, and/or have invalid contact information: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
09/14/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
In early/mid December 2023 ** hired one of *********************** contractors for a major roofing job on a residential property, involving a complete shingle tear-down and replacement. Contractor: ************************, *******************************************************************************. Owner: **** ********.The work had been promptly and satisfactorily completed. My complaint is simply that the business owner has yet to provide any sort of an invoice for the job, despite my repeated requests. My latest request was with a 07-26-24 text to his personal phone. He has yet to offer any response whatsoever, since having cleared the final check last ************ see, I still have no tangible guarantee on materials or workmanship at the moment, with which to contractually exercise any complaints and resolutions, be there any problems going ********** understandably, Ive given up on trying to resolve anything with the contractor directly and have resorted to that of appealing to Angi over the matter, who has been no more responsive. Upon their 08-13-24 request, Id satisfied a review of the job, therein declaring an issue with their contractor. But now theyre stonewalling as well. So Im finally reaching out to the BBB.However, before officially filing with the BBB, I did indeed heed the notice on your website from Angi, requesting that the customer first give ********************** a chance to resolve the complaint with them directly, before involving the BBB. So I copied and pasted the ****************************************************************** URL therein provided. But its a bogus contact page, it merely redirects you to the standard ************************ home page, which offers no provision for filing a ************ for all intents and purposes there is literally NO way of resolving any matter whatsoever with Angi directly (despite their own request!) on the count of them providing no viable means by which to do so. And I could never find an actual file your complaint sort of portal on any of their various websites, try as I may.
Business response
09/20/2024
We appreciate ***** bringing this matter to our attention and sincerely apologize for any frustrations he is experiencing with ************************ and Renovations. At Angi, we offer an in-house resolution process within our Customer Solutions Team where we will mediate between the homeowner and the service provider to assist with a resolution. Our Customer Solutions Team reached out to ***** via phone today, 9/20/24, to assist with getting the resolution process started. A voicemail was left as the representative was not able to reach him. We are awaiting ******* response, and he is welcome to contact our Customer Solutions Team directly at ************ so that we can assist him with getting his complaint started.Initial Complaint
09/13/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I was signed up for a subscription without my knowledge. It is IMPOSSIBLE to cancel it. I've called and been hung up on. There is no place to cancel on their website.Business response
09/19/2024
We sincerely apologize for any frustration or inconvenience ******** experiencing with the Angi Network. We have attempted to reach out to her directly to gather more information and proof regarding the billing from Angi, but we have not yet received a response. We kindly ask that ******** please follow up with us directly by responding to our previous email correspondence or by reaching out to us at *************************************************************** Providing the necessary documentation would greatly help us address your concerns.Initial Complaint
09/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Paid for continuing account for biweekly mowing and trimming. First two times there was no trimming done and full yard not mowed. Third ****** (******** ****) waw really good. The next ****** was to be here but never showed up and charged me anyway. I called for 3 days trying to fix the problem. I was finally told a date and time someone would be here twice but both dates were changed so by the time someone came it had been 4-1/2 weeks since mowing done. This ****** did not trim either and parts of the back yard appear to have not been mowed. I got an e-mail sayihg they were sorry I had discontinued service with them (I NEVER did that! I asked to be called on an on-line and no one ever did. I am newly widowed and disabled so cannot do the mowing and trimming myself.Business response
09/19/2024
We appreciate **** for bringing this to our attention and apologize for any inconveniences or frustrations experienced. Our Customer Support team has been in contact with **** and her service was rescheduled. We invite **** to contact our Customer Support team in the future should there be any additional questions. We'd be happy to further assist.Initial Complaint
09/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I used a Angies pre-pay service to install a garage door opener at my 85 year old fathers house in ************, ** in March 2024. This should have been a very straightforward project. Angie had to send 2 different handymen to complete the work. The first ****** did not know how to complete the install at all. The second ****** just tried to fix the issues created buy the first ******. Neither knew what they were doing. And now my father is left with a broken garage door opener. I called the Angie support line to get this resolved. However, they said they could not help. I am very disappointed with Angie since they claim they stand behind their work with a Happiness Guarantee and were created to protect consumers from poor workmanship. But, this was not my experience with Angie and their pre-paid service where they can hand pick who they send to complete the service. At this point, I am just requesting to have Angies refund the $405 I paid for this service and Angie membership.Business response
09/12/2024
We are sorry to hear that ******* experience has been anything but positive. We did review his account and we did find that his initial service was performed on March 25th. He did call our ************* team that day regarding workmanship concerns, and we did book a new service with a different provider for March 27th. Following the March 27th service we did not hear from ***** again until September 10th. Our team member and supervisor both explained to ***** that we do only provide refunds within the first 30 days of a service. As it has been nearly six months his refund request was appropriately denied. As so much time has passed we would be unable to verify that the concerns that arose with the garage door opener were a direct result of the installation. As such we have decided to provide a 50% refund ($187.70) back to the original form of payment. We have also cancelled and refunded his Angi Membership fee ($29.99). While the refunds have been processed, depending on his card provider, it may take 3 - 5 business days to see the transactions on the account. If he does have any additional questions or concerns we do ask that ***** contact our ************* team for assistance.Customer response
09/12/2024
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
09/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
the repair work on the door frame and the mail box was never done,no one never came. My card was charged.Business response
09/12/2024
We're so sorry to hear that ********* experience had been anything but positive, and that he had been charged when his service had not been completed. When a provider fails to show for a service we do work to reschedule the service as soon as possible to prevent any potential charges from occurring. After reviewing the account we could not locate any calls or emails to our ************* team requesting assistance for the pro failing to show. We have confirmed that the provider was not at the service on the date of the booking and we have processed a full refund back to the original form of payment. While the refund has been processed, depending on **************** card provider, it may take 3 - 5 business days to see the transaction on his account. If ******* does have any questions we do ask that he contact our ************* team directly for assistance.Initial Complaint
09/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
6/12/2024 - I had an Angi Pro come to my home to install a new toilet that I purchased and had ready to install in the upstairs bathroom. The Pro stated that the k*** on the bottom of the toilet was stripped and he had to go to ********** to replace it ( I cashed Apped the Pro around $15). The Pro was installing the toilet and encountered a problem (the top of the tank filled with water overflowed with a few inches of water in the bathroom. The Pro stated he resolved the issue and installed the toilet. The Pro stated he could install the floor tile I had since the bathroom was so small and I already had the flooring. The Pro installed the tile around the toilet and stated he would return to finish the job never happened.The same evening I noticed that the ceiling downstairs was leaking and determined that it was the toilet. The floor underneath the tile was buckling still wet from the water that overflowed from the tank, and the new k*** was dripping. I turned over the toilet per the Pro and he advised that he would attempt to return the next day. 6/13/2024 - I sent the Pro all of the damage that occurred on my ceiling downstairs and tried to determine when he would return to check out the problem. He was vague and stated that he would most likely have to get additional supplies and put a hole in the ceiling to fix the problem. This was before he returned to my house to identify the problem. I then called Angi and they set up an appointment for another Pro. The next available Pro was 6/15/2024.6/15/2024 - 2nd Pro was gone less than an hour and the toilet started leaking again.6/17/2024 - Pro identified the issues and helped me File a Claim (pictures) for the damage of $1300 8/11/2024 - Spoke to a Supervisor he stated the claim was approved but couldn't state when a refund would be provided, emailed the claims department and still haven't received my refund or a response to my emails. The paid toilet isn't installed and still paint damageBusiness response
09/19/2024
We apologize that ******* had anything but a positive experience while using our services and we greatly appreciate her patience while we have worked with her to resolve this matter. At this time, her claim has been finalized and her requested reimbursement amount is approved. A release form has been sent to ******* and we are awaiting her response with her signature on the release form. Once we receive her signed copy, a check will be issued to the address she provided. ******* is welcome to reach back out to us should she require any additional assistance and we're happy to help.Customer response
09/19/2024
More Information...
*Has the company addressed the issue of the dispute? The company responded and had me fill out a refund form which has been completed. Waiting on the check in the mail. The toilet that was paid for was refunded.
*If not, why?
*Has the company met the agreement they outlined in their response? The matter will be closed once the check has been received in the mail. The customer has responded to all emails after I reached out to the group email BBB provided. I will update the issue as closed once the refund has been received. ThanksCustomer response
09/24/2024
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.]More Information...
*Has the company addressed the issue of the dispute? The company responded and had me fill out a refund form which has been completed. Waiting on the check in the mail. The toilet that was paid for was refunded.
*If not, why?
*Has the company met the agreement they outlined in their response? The matter will be closed once the check has been received in the mail. The customer has responded to all emails after I reached out to the group email BBB provided. I will update the issue as closed once the refund has been received. Thanks
Regards,
******* ******Business response
10/02/2024
We appreciate Darline's reply and understand her desire to keep her complaint open until she receives her reimbursement check. We have submitted a request to our accounting team to expedite her check, and we will reach back out to ******* once we have the tracking information.Customer response
10/03/2024
The company stated that a refund of $1300 would be received within 30 days, still waiting for the check once it has been received I will close the claim. I'm concerned that if I close the claim prior to receiving the check it could cause a longer wait time. At this time the complaint needs to remain open.Customer response
10/08/2024
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 company stated that a refund of $1300 would be received within 30 days, still waiting for the check once it has been received I will close the claim. I'm concerned that if I close the claim prior to receiving the check it could cause a longer wait time. At this time the complaint needs to remain open.
Regards,
******* ******Customer response
10/09/2024
Hi the check for $1,300 was received I want to close this issue as resolved.Initial Complaint
09/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Angi was scheduled to assemble my outdoor gazebo through my ******* purchase. First appointment they sent to very unprofessional pros that literally walked off without finishing the project . I quickly got on the phone with Angi and they rescheduled someone for two days later. Two days later no one showed, of course I called back. I was told someone would come out three days later, well three days later the day of the appointment it was canceled and rescheduled. I have missed so much work trying to get this project completed. I am at my wits in my backyard is very unsafe. Theyre screws and nails everywhere. I am really upset right now and cannot get help at all.Someone else left in a complaint on here and they are absolutely true with the fact below. Angi does not allow for escalation of the call to a supervisor. Angi does not allow calls back to the call center representative handling the rescheduling. Angi does not let you speak to someone in The corporate office . Angi does not offer any resolution to the missed appointments other than rescheduling.I have spent $800 on this project and my backyard is in an uproar and I am really sick about all of this.Business response
09/17/2024
We sincerely apologize that ****** project was not completed as scheduled for her gazebo. We have coordinated a new date and time for a provider to complete her project.
We hope she is satisfied with the outcome. If there are any concerns, please don't hesitate to contact our ************* team at **************.Initial Complaint
09/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased office furniture from ******* and paid for assembly services thru Angi. The assembly on Aug 19 and 20, 2024was cancelled and services never rendered. I filed the refund paperwork for both days on Aug 19th and was told that I would receive my refund in via direct deposit in 5 to 10 business days. I have spoken to Angi **** on 10 occasions and told the same thing about my refund but no one could give me any more info. It has been ************************************************** the same thing and I keep getting the run around when I ask for a supervisor.Business response
09/18/2024
We're so sorry to hear of any delay regarding ******* refund. After reviewing the account the refund was submitted on 8/23, but due to a delay in information from our retail partner the refund was not processed until this week. We have been in direct contact with him explaining where we are in the process, and have regularly followed up to ensure that we are providing him with the most up to date information regarding the timing. If he does have any questions we do ask that he reach back out to our ************* team manager that has been assisting him for the quickest assistance.Customer response
09/25/2024
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 vendor has not provided any assistance to resolving this refund issue, except telling me they're working on it. The refund was supposed to be issued NLT 13 Sep but I have not received any resolution. Please contact me for an update of BBB actions or responses. I can be reached at ************.
Regards,
***** *******Business response
09/26/2024
We're so sorry to hear that there's been any delay in ***** receiving his refund. We have maintained regular contact with him regarding his refund. We are currently in process of verifying that the funds have been released to his account, and we will continue to follow up with him directly.Initial Complaint
09/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
He told me it cost $50 for background check if I didnt pass I got my money back. I didnt pass. I want my money back.Business response
09/18/2024
We thank *** for bringing his concerns to our attention and apologize for any inconveniences experienced. *** has passed the background check, however his account is now excluded. We have reached out to *** on 09/11/24 via email to outline the reasons why we are unable to move forward with our business partnership. *** was provided with a written agreement which outlined that the background check fee is nonrefundable. He accepted and agreed to these terms. We wish *** the best in his future business endeavors.Initial Complaint
09/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I believe it was august 9, 2024 when I went online to Angi and described clearly a plumbing problem of a leaking wall pipe that was soaking carpet. In short, the person they sent (we assumed he was a plumber) tore into my wall and severed the pipe, making the leak worse. He applied ** **** to a completely severed pipe and told me on his way out that he was actually a handyman who mostly took calls involving furniture assembly. Angi charged me $389.00. I was out of town for a week and then had to call a real plumber in, who fixed the problem, which cost an additional $535.67. Please see corresponding supporting documents for more details.Business response
09/16/2024
We sincerely regret the frustration and inconvenience ***** experienced with her plumbing project. We have reached out to her in an effort to review our claims process and explore options to assist her in resolving her concerns. We have not received a response. We encourage ***** to follow up directly with our Claims team regarding the communications we have attempted.
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