Information and Alerts

Pattern of Complaints

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outdated, and/or have invalid contact information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Provides leads that are false, outdated, and/or have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.