Angie's LIST Guide to
Resolving disputes

Despite your preparations, it’s possible for issues to arise, putting you in conflict with a service provider. Whether an unanticipated cost, faulty equipment or a simple misunderstanding, conflicts can be unavoidable. Should you have a complaint that needs to be addressed, try following these tips to work toward a successful resolve:

When possible, complain in person. It’s easy to be ignored if you write a letter expressing dissatisfaction, and phone calls can often result in being placed on hold for an exorbitant amount of time. If possible, make complaints in person by visiting your service or health provider’s office.

Complain in good faith. Ever hear your mother say you’ll catch more flies with honey than with vinegar? Don’t come into the situation angry or thinking everyone is out to get you. Instead, come into the situation thinking your provider will want to work with you to come to a resolution. Be assertive in sticking to the facts, but show that you are willing to work with the other party.

Document everything. Be sure to document every part of the process, including every name, date, time and price that relates to the complaint. Documentation, such as receipts and written estimates, can be crucial evidence when trying to seek resolution. If a job was not completed or the work was performed poorly, take photo and video evidence to help prove your claim. Also, you should be ready to explain exactly how you want the situation to be resolved.

Explain the consequences. If the contractor’s response isn’t sufficient, explain what will happen if you don’t get action. If you have been a long-time customer, let them know that they will no longer have your business and you will not refer the company to friends and family.

Report the contractor to Angie’s List. A negative report will be visible for all members to see, and the contractor should know it will have a negative impact on future hiring decisions. Angie's List also offers its members a Complaint Resolution Process in which the Angie's List staff will help to resolve the dispute.

Report your contractor to the state. Your state’s contractor licensing board is a great place to start when hiring contractors, as it will help you check licensing, credentials and provide critical information about the details of the construction process, such as how much a contractor is legally allowed to charge for a down payment. This is also the place you can report your contractor should something go awry. Here's where to find information about your state’s contractor licensing board.

Complaints that come through the Complaint Resolution Process are assigned one of four statuses – pending, resolved, stalemate or Penalty Box.

Pending cases refer to cases that are in process. When providers reach the member’s requested resolution, cases are then resolved. Providers who decline to meet the member’s request, do not fulfill the request in its entirety or are unable to reach an agreement are considered stalemate.

Cases are put in the Penalty Box for one of three reasons.
1. The provider failed to respond to the assigned Angie’s List case manager.
2. The provider did not use the official form for their response.
3. The provider indicated they would work towards resolving the issue but failed to follow through.

Those who end up in the Penalty Box have a notice placed on their Angie’s List record and are excluded from category and keyword searches until they respond to the initial complaint. They may also be featured in the monthly Angie’s List Magazine or online publication.