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• Provides leads that are false, outdated, and/or have invalid contact information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Provides leads that are false, outdated, and/or have invalid contact information: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
04/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
BE AWARE! If you want to use Angi Ads to advertise your business, THINK AGAIN. What a waste of money! As a small business, we paid $4,000 on a contract with them for one year and have not received even one customer from them0 customers. We canceled our contract and had to pay 35% out of what was left as a penalty for cancelation. Even though we still had three paid months left, they stopped advertising and took our money. $4,000 down the drain in a matter of six months.
Business response
04/19/2024
We appreciate ****** reaching out to discuss their concerns regarding the advertising agreement and billing. We regret they had anything but a positive experience thus far. Our goal is to help our contractors see success with our service and provide a Client Success Manager to assist them where they can. We can not guarantee projects to our clients, and we explained in the agreement that ****** agreed to in November 2023. Advertising agreements are provided in writing and must be accepted before the ads go live. These agreements outline all terms of service including the monthly rate and the cancellation policy. Their Client Success Manager has reached out about the cancellation process and that there is an Early Termination Fee assessed to them for requesting to cancel before the completion of her contract. We are sorry ****** was not pleased with the Angi Network, and we wish her the best.Customer response
04/22/2024
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
04/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I hired a person from Angi to make a simple (under $50) repair to a door jamb a week later. This was early November, 2023. My landlord made the repair after I informed her that I had hired a contractor.. So, I tried to cancel with 6 days notice. Nowhere on Angis site and I mean nowhere could I find a means to cancel. So, I did the next best thing. I called, **** wrote to the contractor and told him I was cancelling so his services were no longer needed. ******* (I think, forgot name) said okay yo the cancellation and I pushed the appointment out to the limit of the Angi calendar. I wrote Angi a couple of emails trying to cancel but they got bounced back. I tried calling and was out on hold for so long (45 minutes) that I hung up. I did this twice. Then, I forgot about it. Apparently, Angi didnt. In early March, Angi sent me an email, telling me I had an appointment with *******? Name ? In 24 hours. It took forever, but I got on their site and sent ******* a direct message that we had fixed the problem months ago. He assured me he remembered that and was already booked for the time Angi alleged the appointment. I tried again to cancel but could not find any means to cancel. Isnt that fraud where they hide the cancellation fee oops I mean cancellation button? Now, everyday I get two to three nasty emails and text messages from Angi threatening me about owing them, not *******, $260 for the fake appointment. Worse, my credit card company told me they tried to commit credit card fraud by pisthumorously making a digital wallet that carried the charge forward to a different credit card number if I replaced the card. It took 3 cards to finally get them to stop fraudulently charging me. Previously, I hired an Angi-certified electrician who turned out to be a rubbish collector who watched ******* videos on changing lights! He couldnt do a simple change of light fixtures and I had to hire a qualified electrician (who I thought I had hired) to fix his damage.Business response
04/18/2024
We sincerely apologize to *** for the payment issues that occurred and any frustrations this has caused her. Payments are automatically processed on the scheduled day of the booking, and since the cancellation was only communicated between *** and the pro, Angi was not made aware that the service was not completed. At this time, her card information has been removed entirely from our system and no further payments attempts will be made. She is welcome to reach back out to us if she has any additional questions or concerns and we're happy to assist.Customer response
04/22/2024
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
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 3/22/24 I spoke to a representative from Angi to decide if I wanted to start advertising with them. I was weary about it because they told me it was $500/month. But ******* assured me I would be guaranteed 5-9 QUALITY leads. He said the leads they send me are people they vetted and are not just looking for free estimates but are ready to tackle their projects. I was still weary because its a 1 year contract with a 35% early cancellation fee and ******* sent me data showing all these companies that have been with them for years and that it must be working for them or they would have cancelled the service and as long as I get at least 5 reviews on my profile and respond to leads quickly I will be successful on Angi. I figured it was worth a shot and signed up. Now, normally I would be inclined to give it more time before coming to the conclusion that they lied to me, but it was the most recent lead that made it clear Ive been lied to in order to lock me into a contract. Let me break down the 9 leads Angi says they gave me. 1st lead - someone who recognized my name and just wanted to say hi 2nd and 3rd lead - an advertising company trying to poach me from angi 4th, 5th, 6th and 8th - contacted immediately by call, text, email and angi messages with no response 7th lead - answered the phone and told me someone must have used their number to get estimates because contractors keep calling her and her name is not the one listed on the lead 9th lead - the lady told me she filled out her information on a website looking for more info on affordable housing and now for a week shes been getting calls from contractors about a kitchen and bath remodel That 9th lead showed me the truth, that Ive been lied to about the quality of leads I would get through Angi and that I wasted my money. I do not have buyers remorse, but I do not want to pay $500/month for leads that are not worth anything I wish I knew they were sued for this and settled before I signed upBusiness response
04/18/2024
We appreciate **** reaching out about his concerns, and we apologize that his experience was anything but a positive one. When he signed up with Angi Ads, he signed an advertising agreement which included details about the services we offer, agreement length, cancellation details, and explanation of lead quality (attached). His Client Success Manager has been in communication with him regarding his lead quality concerns and has submitted leads for replacements as necessary. Since **** has requested to cancel his advertising, we have started the cancellation process. In a good faith effort to resolve his complaint, we will be waiving the early termination fee he agreed to when he signed his advertising contract. We are sorry to see **** go and we wish him and his business all the best in his future endeavors.Customer response
04/19/2024
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.
Regards,
***********************
Initial Complaint
04/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I contracted Angies list to provide cleaning services for my home. They were supposed to show up on Saturday march *************************************************** When I called the company to find out what happened they said they couldnt get a hold of the cleaner also. They told me they would contract someone to show up the next day March 24, but that cleaner decided to reschedule for Monday without even contacting me to ask if Monday the 25th was OK with me. Once I found out that they had rescheduled. I called the company to cancel the service, they told me that they would refund my money and that I would not be charged especially since two days in a row the cleaners didnt bother to show up.! A few days later I noticed that my credit card has been charged, so I called them to make sure that they credited me my money back. I was told that they would not bill the $287 that they charged me. Two weeks later Im going through my credit card bills and realized that Angies list charged me the $287 even though they never ever provided the service. As a matter fact, as I said earlier, two days and row, neither of the scheduled cleaners ever bothered to show up! Im kind of ****** because they got the nerve to try to steal almost $300 from me for a service that they never provided!Business response
04/10/2024
We appreciate ******* bringing this matter to our attention and sincerely apologize for the scheduling issues he experienced with his cleaning booking. We have issued a full refund back to his card today in the amount of $287.00 and the funds should post to his bank statement within 3-5 business days. ******* is welcome to reach back out if we can be of any further assistance and we're happy to help.Initial Complaint
04/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
False representation of money back guarantee if not satisfied in first 30 days.Business response
04/11/2024
We thank *** for bringing this to our attention and regret to hear that her advertising experience was anything but positive. Prior to the start of her campaign, she was provided with a written agreement. The agreement outlined all terms of service, including the promotional terms. *** did not meet all required terms and therefore does not qualify for a full refund. In an effort to come to a resolution, we have issued a refund of $375.00. The funds will reflect on her bank statements within 3-5 business days. Her account is fully closed and we wish *** the best in her future business endeavors.Customer response
04/12/2024
The company, Angie, gave us back half of our money yesterday. We did request the full amount of $750, but was told wed get $350 back 4-11-24.
thank you,***
Customer response
04/15/2024
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.The company, Angie, gave us back half of our money yesterday. We did request the full amount of $750, but was told wed get $350 back 4-11-24.
thank you,
Regards,
*****************Initial Complaint
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I been working for angie service which use to be handy.when I first started out it was all good .until I started making good money. Then I was giving jobs where people would cancel or lie and say I didn't do my job no.matter how much I prove to them with screen shots and proof. Angi would leave me with outstanding fees .I've been a great worker to the company and clients and they did nothing but be frauds over 200 in fees .they need to pay us our money or the state has to file a lawsuit with these guysBusiness response
04/11/2024
We appreciate ******* for bringing his concerns to our attention and we apologize for any experience that has been less than positive. Our Pro Support team has been in contact with ******* to better assist with this matter. We encourage ******* to continue working with Pro Support who would be happy to answer any additional questions that he may have.Customer response
04/21/2024
This information has been resolved. There are no further complaintsInitial Complaint
04/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
4/2/2024 had booking for plumber for minor drain repair. Angi Booking ID ******** at 5pm CST; plumber did not show or call; debit card was charged $287.99 for services not received 4/3/2024 called customer service number ************ and was placed on hold for over 45 minutes and no one ever answered the call; called ************ and the representative that answered the phone told me there was nothing they could do for me and they could not issue a refund. Attempted several chats with customer service and each time I asked for a refund the chat was suddenly disconnected.Business response
04/05/2024
We're so sorry to hear that ******'s had this experience, and that she had any difficulties reaching our ************* team to assist with this. Upon review of her account, we can see that the Provider did text stating that they would be arriving, however, the geo location information does show a number of discrepancies, and it would be unlikely that the provider was able to show for the service. We have processed a full refund for both her annual membership and for her booking. While the refunds have been processed, depending on her card provider, it may take 3 - 5 business days for her to see the transactions on her account.
We do also want to clarify that the second number she called was for the *************** for our Angi *************** and not for our Angi Services Direct *************. We apologize she was not appropriately transferred to the correct department, and that she was left on hold for so long. This is not the level of service we would expect for her to have, and we deeply apologize.
Initial Complaint
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up for angi leads when a sales man called me in Dec of last yr. He told me I would get at least 20 jobs a month and I could cancel at anytime and get a full refund. The only things I was receiving were fake leads, either wrong numbers or they would never return my calls, wouldn't allow me to get refunded so I called to cancel the membership and was told "you don't get a refund" so I have over $600 just sitting there. I WANT ALL MY MONEY BACK! this company is a rip off!Business response
04/12/2024
We appreciate ***** reaching out to us and we sincerely apologize that he did not have a more positive experience advertising with us. To clarify, the lead credit and billing process was explained to him via phone before he signed, in the agreement that was sent to him before signing, and on the welcome call with him that took place the first week of advertising. His contract and agreement terms are attached to this response for reference. After checking his account, we see that he won a job on his first lead, and the customer left a positive review on his ********************** Leads profile. We can also confirm that he has received credits on his account for some of the leads he received. On 4/11/24, he added additional tasks to his account and appears to be continuing to use his advertising. In a good faith effort to resolve *****'s complaint that we feel is fair for both parties, we have granted additional credits on his account which has raised his current balance for new leads. If ***** would like to cancel his advertising once his lead balance reaches $0.00, we will be happy to oblige.Initial Complaint
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Angi called and left three messages on a highly secured phone number at ************ I am a Corporate Safety Consultant. The message stated that they would get to my request for work being done at my home (I own 2) and if I could call them back and help them with specifics. I called Angi 7 times and each time got someone that couldn't understand a word I was saying or that I was going to report fraud and identity theft. I do not have an account with ********************** and never will. I believe this is an attempt of Title Theft from Angi or other side agencies. No matter what the case...someone is using my identity.Business response
04/05/2024
We're so sorry to hear that ******'s information was submitted through Angi without her knowledge. This is not the kind of experience we'd expect for her to have, and we do take these types of concerns very seriously. Upon review of the project, we can see that ****** did submit a project request through a third part site. This website forwarded her information, in the form of a project request, to Angi. Any site that does this must place a disclaimer stating that they may perform this type of action, and we apologize if ****** did not see the notice.
We did receive an email from ****** outlining her complaint, and we did work promptly to close the project, place her account on Do Not Call status, and removed her from both email and text contact. We did also send her the link to request her personal information be removed from our site. She will need to follow the prompts on our Privacy Site to have her personal information removal request submitted. If she has any other questions we do ask that she contact our ************* team directly for assistance.
Initial Complaint
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello my name is *******************************. I have been with Angi Leads for 2 weeks and I have not had one lead that is even promising! The leads we get are asking to send cashiers checks. Leads have addresses that are abandon buildings or ***** which make me feel unsafe! ****** is the person over our account! We let him know the first week that the leads are misleading!Business response
04/11/2024
We appreciate ******* bringing her concerns to our attention and sincerely apologize that she hasn't had a more positive experience with her advertising leads so far. ******* spoke with her Client Success Manager in regards to her concerns, and a $300 one month credit has been applied to her account. Her Client Success Manager reached out to her on 4/9/24 and left a voicemail to follow up with and is looking forward to hearing back.Customer response
04/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am not satisfied with your decision because as discussed with ****** I would receive A REFUND of 300$ back on my card and it would be 3-5 business days! He claims he made a mistake but I do have everything recorded and am will to go through small claims per my insurance! I paid for your services and I am not getting any leads or projects to do! How can I pay a monthly service that is supposed to make me money every month and I have not made a dollar in 3 weeks! I would like a full Refund as I was told I should receive!!
Regards,
*******************************Business response
04/25/2024
We appreciate *******'s response and apologize that she did not receive a refund for her March payment. As discussed with her Client Success Manager on April 2nd, a credit for a free month was provided rather than a refund. He confirmed this with ******* in an email on April 12 stating that "the credit was applied to the April invoice as we discussed giving you a free month." To further clarify, ******* paid for the March invoice, and there is no charge for the April invoice. She is welcome to reach back out if she has any additional questions.Customer response
04/25/2024
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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