Angi offers a proactive Complaint Resolution Process designed to facilitate open communication between you and consumers who have reached out to Angi expressing dissatisfaction.
Our goal is to empower you to address concerns and find mutually agreeable resolutions. Addressing consumer concerns is crucial to maintaining a quality marketplace, and this process is designed to help you safeguard your reputation, build stronger homeowner relationships, and achieve continued growth.
How to participate:
If a consumer reaches out to Angi to express dissatisfaction with a job, we will contact you via phone or email and provide a brief description of the consumer’s complaint as well as their desired resolution. At this point, the consumer’s rating is not yet posted publicly, and Angi holds onto the review while we work towards a mutually agreeable solution.
You then have the opportunity to respond to Angi and work toward a resolution. If the resolution is successful, the original review will be discarded and the consumer can leave an updated review in its place.
Frequently asked questions:
Why is this beneficial for me as a Service Provider?
Reputation Management: Improve consumer experience before a review is posted, improving your online presence.
Customer Satisfaction: Demonstrate your commitment to resolving issues, building trust and loyalty.
Business Growth: Positive resolutions can lead to improved ratings, attracting more customers.
Continuous Improvement: Gain valuable insights into customer expectations and enhance your services.
What if I can't reach a resolution with the customer?
We understand that not every situation can be resolved. If an agreement can't be reached, the consumer’s original rating will be posted and you will have the opportunity to provide your perspective by posting a response to the feedback. See how to respond to a review here.
What if I choose not to participate in the process?
We understand that not every situation can be resolved. Regardless of whether you agree with a consumer’s desired resolution, Angi expects you to engage and communicate with our team if and when a complaint is raised. Not communicating can lead to your profile being excluded from the Angi network, impacting your visibility and potential for new leads. A banner indicating unresolved complaints will display publicly on your profile, and you will be removed from category/task searches. We strongly encourage active engagement to protect your reputation and maintain your standing on Angi.
Get help
If you need further assistance, start a chat with us during business hours, and one of our Support Specialists will be able to assist! Our office hours are Monday - Friday 8AM to 9PM and Saturday 9AM to 6PM Eastern.