Angies List review: Communication problem

I arranged for gutter cleaning service through ANGI.com (Booking ID #[protected]). In doing so, I specified in the “project details” section of the work order that I also wanted the exterior of the gutters cleaned. I additionally stated that I did not have a ladder sufficiently tall enough, so the vendor would need to provide his/her own ladder. I accepted the price ANGI.com quoted me and the appointment was scheduled for April 4, 2024 at 10am. When the vendor Vitaliy arrived (at 11:10am), he said he knew nothing about having to clean the exterior of the gutters and did not even have the equipment to accomplish this. I asked him to at least do what he came to do, which was clean ”out” the gutters. He completed the task and did a good job.

I called ANGI’s customer service number to express my concern about the failure to communicate the details of the work order. I was told that they would arrange for another appointment on Sunday April 7 at 10am and the new vendor would specifically know about the need to clean the exterior of the gutters. She stated there would be no charge for the visit. Later that same day, I was contacted to change the arrival time from 10am to 3:30pm on Sunday. After juggling my schedule again, I awaited the Sunday visit.

When the vendor Santos arrived, he knew nothing about the previously mentioned “specific” instructions regarding the exterior of the gutters. Yet another glaring failure to properly communicate the content of the original work order as well as the details of the follow up call.

I cancelled the appointment and called ANGI’s customer service again. I went through the same process of proving who I was even though I provided them with the work order number. I explained the entire situation and, as with the first call, I asked to speak to a supervisor. In neither case was I connected with a supervisor but was told one would call me back within 24 hours. I guess there are no supervisors on weekends or weekdays. It has now been more than two weeks since that conversation…still no call!

On still another note, the follow up work order indicated a $40 charge, even though the first person I spoke with said there would be no charge. The second person said the $40 was for the use of a ladder which I said I did not have (as noted above). Since that information was part of the original work order, I am a little puzzled by ANGI”s attempt to collect what I see as an extra fee after the original estimate was accepted. Perhaps it is just another communication error. This time on my part.

Now let’s get to the crux of the matter. I requested a service with specific details and was quoted a price, which I accepted. The service for which I paid was only partially completed. Attempts to express my concerns have met with continued miscommunications and/or blatant obfuscation. Neither vendor who appeared at my home were aware of the specific instructions, nor were they prepared to complete the entire job as requested (and paid for via American Express-charged 4/4/24).

ANGI.com apparently has some sort of practices that exclude providing all the job details to their vendors. Otherwise, it would not have happened twice, even after assurances it would be communicated to the vendor on the second visit.

Having spent many years in management, I submit the following opinions:

1. You should examine your internal and vendor communications methods (a management function).

2. You should consider call-center recruiting standards that emphasize English as a primary language (an HR issue).

3. Direct first and second tier supervisors to respond to customer requests to speak (management issue).

4. Management should periodically test the customer contact experience to insure performance standards.

I expect ANGI.com to adjust the original agreed-upon fee of $193.00 to that portion that actually was completed, and credit my Amex for the portion that was not completed. I do not want another vendor to come to my home because I do not want another ANGI mis-communication fiasco. While I would normally expect someone from ANGI to respond to this message, I am not holding out much hope considering the aforementioned experience.