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• Provides leads that are false, outdated, and/or have invalid contact information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Provides leads that are false, outdated, and/or have invalid contact information: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
11/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This company has scammed me of $750 to receive leads to help business. I paid $750 on November 6th, 2024. I have received two leads that were fake leads. When contacting the customer, it was not a customer, it was another ********************** Pro that was looking for work. I have then received 3 text messages from other Angi Pros, trying to bid me a job that I did not request work for. I contacted *********** regarding this, and they both suggested that I increase my monthly budget to $2,000, increase the services offered, and increase my zip codes. I did what they suggested a week ago, and have not received a lead. I have now spoken to two other Angi Pros that are having the same issue. I have spoke with ****** **** a supervisor name Safa, and another supervisor named ******. Everyone has refused to refund me my money that I paid. I stated to each one of them that I feel like I have been scammed, and that I am aware of the Class Action Lawsuit by the *** in 2023, and they completely ignore my concerns.
Business response
11/22/2024
Were sorry to hear that ******** wasnt pleased with her experience with the Angi Network during her time with us. We made efforts to adjust her account to improve the types of requests she was receiving and to share best practices for our services. We recently processed a credit card dispute, and she has been refunded $750 as of November 21, 2024. We have also waived any outstanding balance and canceled her account to respect her wishes as a Do Not Contact. We wish ******** all the best and sincerely apologize for any frustration she experienced.Customer response
11/23/2024
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
11/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had booked a service from Angi's List. I canceled that service because I was in a serious car accident on the day of the booking. I was charged $284 for services never performed was told after several weeks of promising a refund and not delivering on that promise that there was nothing more they could do for me. I have been hung up on multiple times, given the runaround through email and I am extremely distressed over the way this company has treated me and unhappy with their service.Business response
11/15/2024
We're so sorry to hear about ****** experience, and we apologize for any delay in her receiving a refund. Whenever a dispute is filed against a charge it does prevent our systems from processing the refund on the transaction while the dispute is open. We had been awaiting for her card provider to remove the lock on the transaction before we could apply the refund. We did confirm to **** yesterday that we have now been able to process the refund. While the refund has been processed, depending on her card provider, it may take 3 - 5 business days for her to see the transaction on her account. If she does have any additional questions we do ask that she respond directly to our ************* team's email for the quickest assistance.Customer response
11/19/2024
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. However it does not diminish the distress caused by incompetent employees who have made me retrieve unnecessary council, paperwork and insufficiently answered my emails and hung up on me multiple times for a service that was never even received.
Regards,
**** ********
Initial Complaint
11/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I officially cancelled my Annual Subscription with Angi on November 9, 2023. They assured me my Membership would be cancelled. However, due to the fact they still had my **** Card on File Angi charged my **** Card on November 1, 2024 simply because they had my **** Card still on File and apparently had not officially closed my subscription. This $29.99 charge was officially Unauthorized by either myself or my wife and we want Angi to refund the unauthorized $29.99 back to our **** account immediately.Business response
11/13/2024
We are sorry to **** for the inconvenience and frustration with the recent billing of the annual membership. We have processed a refund of the $29.99 billed on November 2, 2024, and canceled the auto-renewal. If he has any additional questions or concerns we ask that he email us directly at ************************************** We appreciate **** for bringing this matter to our attention and apologize again.Initial Complaint
11/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Mislead by Angie employees regarding a promotion. When I tried to get refund, they denied it at first stating that I needed more leads. When I met their requirement, they told me that I was now out of date for the refund period. I was provided low quality leads at a very slow pace and was not allowed any opportunity to fulfill their requirements. This was intentionally done to avoid fulfilling their agreement.Business response
11/15/2024
We appreciate **** bringing this matter to our attention and apologize if there was any misunderstanding with the terms of his promotional advertising agreement. The promotion he signed up for included a 100% refund guarantee if he does not win a job out of the first 10 leads received. When **** first contacted us to cancel, he had not yet received 10 leads, which means he was not yet qualified for the refund. He contacted us again on 11/7/24 once he had reached 10 leads, and it was confirmed that he qualified for a full refund. The refund was processed on 11/11/24, and refunds usually post within 3-5 business days. **** is welcome to reach back out if he has any additional questions or concerns, and we wish him and his business all the best.Initial Complaint
11/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I work as a handyman and began taking leads from the Angi platform in exchange for Angi taking fees from customers for the work I provided.Every job I took I showed up on time for and completed earning a consistent 4.8 rating. In April of this year I observed out of statr jobs being claimed under my profile and my email and payment info had been changed. I immediately contacted Angi customer service to report the fraud and freeze my account. They said they could not freeze my account without verifying my identity through the email on the account. This was an email I explained to them had been changed by whomever hacked my account. After not getting help from their support and seeing that fraudulant jobs were still being claimed I deleted my ***********, after have invested months of work into building a trusted relationship with local clients, Angi support will not allow me to re-open an account as they claim I violated the service agreement by claiming jobs that I didn't complete. As I said above, all jobs I claimed, I completed and maintained a high rating until the hack *********** position is that it should have been obvious to Angi support that there was fraud occurring as multiple jobs were being claimed in states that I don't live in and for types of work for which I had never done through their service. I belive one job was in ************ on the same day another job was claimed in *************. I live in southern ******** and have never claimed a job outside of ********. I believe at the time I was using the app I could not even see jobs listed outside of my state.Nevertheless, Angi support allowed the jobs to continue to be claimed, damaging my reputation with clients as the fraudsters were not actually doing any of the jobs they were being paid for. Now they will not allow me to return to claiming any work through the service claiming I was in the wrong somehow. I've contacted Angi support on at least 3 occasions and they will offer no help.Business response
11/13/2024
We regret any frustration ****** has experienced with our services. Our Customer Experience Manager has made several attempts via email and phone calls to reach him to discuss his account further. We have been unsuccessful in reaching him. We ask that he please follow up on our communications to him to be able to speak to his concerns and review his account.Initial Complaint
11/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On October 24th, 2024 I canceled an assembly request for a boxspring to be put together. I never received a date in my email. ***** ** was the *** I spoke to. I told him to cancel the assembly order that he told me was scheduled for the following Sunday. He was an awful ***resentative and after speaking with him, I realized I didn't want to do business with Angie. The cost of the assembly was $72. ***** was supposed to have canceled it, but I didn't trust him. I sent another chat message to another ***resent that same day, and it turns out ***** * never did cancel my order. It was canceled well within the time frame to get a full refund, since they scheduled it, again without my knowledge, for Sunday, I am waiting on my refund which has not been received and I have not received any confirmation from Angie that they are sending me my refund. I want my refund sent to me immediately. They did not do the service. It was canceled in time and the full refund should have already been sent when I canceled it with ***** *. AND a second ***. ** last chat to them, stated they didn't know when the refund would be sent. It was canceled October, the twenty fourth. ******* order # *******-77208450. I want my refund sent to my same debit card. That was used to pay them the $72 immediately.Business response
11/08/2024
We appreciate ****** concerns, and we're so sorry to hear that his experience has been anything less than positive. After reviewing his account we do see that his initial chat regarding the refund was timed out due to inactivity, so we are happy that he did reach back out regarding his service. The booking was cancelled properly on October 30th, and a refund was approved on November 1st. As **** did pay ******* directly the refund would be coming from them. We have approved the refund on our end and have forwarded the information to ******* to process the refund. Refunds can take up to 10 business days to show on the account. As he did cancel on October 30th the refund may not show until November 13th. If he has not seen the refund deposited by this date we do ask that he contact our ************* team for further assistance.Initial Complaint
11/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Company falsely advertised to me, false promises and lies. Told me i can have a refund then told me to wait a few days and after those few days i was told i was no longer eligibility for it.Business response
11/07/2024
We appreciate ******* concerns, and we do apologize for any misunderstanding regarding his account with ********************** Leads. We do understand that he was concerned with the cost per lead when going through his onboarding process. The pricing was explained, and he did sign off on the lead pricing, on the advertising agreement. He was also initially told that he could not receive a refund, because per the terms and conditions of the agreement, ***** would need to receive ten leads. ***** had not received any leads at the time he requested cancellation which would not qualify him for the refund. As he has not used the service, and did request to cancel so close to his start date, we have decided to process the full refund back to his original form of payment. If he does have any questions regarding his refund we do ask that he call our *************** for the quickest assistance.Initial Complaint
11/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On March 27, 2024 I placed Order No. 2000116-92661948 (March 27, 2024) with ******** which included an ****************** Grill, 2-year protection plan, and basic grill assembly by Angie's List at a cost of $69.00, which order was delivered to my residence on March 28, 2024. I received several text messages concerning the assembly, including scheduling a time on April 2, 2024 at 11:00 AM (to which I responded with a request for a change of time to 3 PM on that same day); confirmation that the assembly was booked for 3 PM on April 2; a request for confirmation of the 3 PM time (which appointment I confirmed); a message that assembly was scheduled for 5:30 PM on April 2 (which appointment I advised was not convenient for me); and, ultimately, the failure of the service person to further contact me or show up at any time. I received a 4:55 AM telephone call on April 3 from someone with a foreign accent who seemed rather confused as to why he was calling me but referred to the assembly of the grill; and a message that someone was sorry I was dissatisfied with the service.There was no service. I have contacted ******* multiple times, and I have been advised that the service call fee ($69.00) was paid to Angie's List. Angie's List has not responded to me in any way and has referred me back to *******.I want a refund of the $69.00 "install/assembly fee" which I paid in advance for a service which was not performed and for which ******* referred me to Angie's List and Angie's List referred me to *******.Business response
11/11/2024
We apologize for any inconvenience ****** experienced with the setup of her grill and the delay in addressing her refund request. We have since reached out to her and confirmed that the refund process for the amount of $69.00 has been initiated. ****** can expect to receive the refund within seven to ten business days. We are grateful to ****** for bringing this matter to our attention and appreciate her patience as we resolve this issue.Initial Complaint
11/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I went online Oct 31, 2024, and set up an appointment with Anji to have a plumber come to my home at 11AM on Nov 1, 2024, to replace inner mechanisms on two toilets: Booking ID ********** provided model numbers for the replacement Flushmate pressure tanks for the plumber to purchase them and bring them with him. Around noon today, plumber texted me to ask if I had the parts. I said no, we agreed I would go to ********** to get them, but they have to be shipped to store. I called plumber, we agreed to reschedule when the tanks arrive. I called Angi customer service, and she explained that they will charge me $515.40 today anyway at 4:30PM! Nobody came, nothing was fixed, but Angi is $515.40 richer now! How does that make sense?Customer response
11/05/2024
I have contacted Angi, **** and we successfully rescheduled the service appointment for Saturday November 9th at 0930.
If the come and perform the installation I will be glad to provide additional information regarding a successful resolution.
I would like to wait until next week to provide follow-up details.
Business response
11/12/2024
We thank ******* for bringing this matter to our attention and sincerely apologize for any inconveniences or frustrations experienced. Charles's service was rescheduled to 11/09/24. We invite ******* to contact us directly should he have any additional questions.Customer response
11/14/2024
Appointment was rescheduled by Anji. ****** ****, the repairman, called me to advise that Anji had booked my Saturday 9:30AM appointment ON TOP OF ANOTHER EXISTING APPOINTMENT, MADE A WEEK EARLIER!
****** arrived at my home at noon on Saturday. He completed the repairs and did an outstanding job!
I give ****** 5 Stars for his work, and I give Anji a ZERO for their scheduling performance.
I will never use Anji again. Period.
Customer response
11/14/2024
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.
BUT I will never use this business again.They are lousy at scheduling work and treat their subcontractors poorly by overscheduling them and under describing the scope of work they will encounter at the work site.
******* ****
Initial Complaint
11/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Late September we reached out to Angi *** to get windows and doors replaced. We got a local contractor. On 10/01 they came to measure and gave them 6000 dollars stating it will be 2 wks. 11/05 it will be 4wks. And when we contact them they tell me as soon as the windows and doors are done. We contacted Angi *** and they keep hanging up on us. We just want our money back.Business response
11/12/2024
We appreciate ******* for bringing this matter to our attention and apologize for any inconveniences experienced. Our Customer Solutions team has attempted to connect ******* via phone, however were unsuccessful in reaching her. We invite ******* to reach back out to us so that we may offer further assistance.
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