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Question DetailsAsked on 5/16/2011

Negative reports deleted from Angies List on Vendor's behest?

We hired a handyman based on the positive reviews on Angies list. Soon after, a negative review appeared. The vendor who had already started working on our property mentioned that he would get it removed. And, lo and behold, after few days, the negative review was gone! The ratings went from B to an A and this handyman now appears on the top of the list. I see that this handyman also has coupons on Angies List. Perhaps, that makes a difference? Do vendors who advertise or provide coupons have special privileges? I see this as a major conflict of interest.This makes me very leery of the authenticity of the reports. If vendors can get negative reports removed at will that would severely undermine the legitimacy of the list. BTW, we hired a pool maintenance company, also from Angies List, and he has worked out great so far. However, we are extremely disappointed by the Handyman. I will provide detailed reports for both. I will report back on the following. If my reports makes it to the list and b. How long the negative report stays. This influential vendor may get it off the list again! This is scary. It is a great idea, but this conflict of interest makes it inadequate. I will continue with my membership for this year and see how it goes. But, if it stays the way it is, I will not be renewing it next year.

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3 Answers


Hi Homeowner76,

Thanks for your post and you pose some great questions. I want to see if we can find the underlying cause of this. Let me first assure you that NO service provider rated on Angie’s List receives preferential treatment with the removal of negative reports. There could be a variety of reasons however, why this report initially showed up and then could not be found later.

It is possible that the report was found to contain inaccuracies that caused us to “flag” the report for further review. Angie’s List has a real person read and review each report and makes every effort to ensure reports are accurate and are not “stacked” in favor of -- or against -- any service provider.

Another possibility is that the initial report contained a negative grade and the service provider reconciled the dispute with the customer, who then amended the report with a higher grade to reflect the company’s responsiveness. This would fall under the Angie’s List complaint resolution process.

Also, members own their reports and can edit or remove them at any time, otherwise the report remains on the List for good. Occasionally, members submit reports on the wrong companies and our reconfirmation process will detect this and move the report to the correct contractor.

There could still be additional reasons why you could not find the report, however I do not have specific information on the contractor you hired. I have sent you a private message as well, asking for some additional information so I can research this further. Feel free to reply to that and I’ll let you -- and the rest of the forum -- know what we find.

Thanks again,

Paul from Angie’s List

Answered 9 years ago by Paul from Angie's List


Thanks for replying Paul. I will reply to your PM with all the details.

Answered 9 years ago by Homeowner76


Hi Homeowner76,

Thanks for supplying me with the information I requested. I think I have found the answer to your question.

First, to recap, Angie’s List members do own the reports they submit and are in control of the content they contain. Only in rare circumstances -- where service providers have documentation proving inaccuracies within the report, or have no record of the member as a client -- does Angie’s List intervene in this process. This is our reconfirmation process.

That said, the service provider you have referenced did indeed ask for a reconfirmation of a negative report. The information in the report in question could not be confirmed with the member who submitted the report, and so after a one-week effort to confirm that data, the report was purged. However, that report can always be reinstated if we hear back from the member and the information can be verified.

Again, this is just part of the process that makes Angie’s List a reliable service. We’re always striving to give our members the most accurate information possible, good or bad.

And, to clarify two other points: This specific service provider is rated highly overall, but there are still two reports out of 17 submitted that contain negative information on that provider and those reports are viewable to anyone in your area searching this provider’s information. So while this provider might have requested to have one report researched and removed, obviously there are still some negative reports on this provider that are viewable by members in your area. There are plenty of positive reports as well, and both sides are available to give you the most complete record of this provider as possible.

Also, ANY service provider – not just those who advertise or offer discounts – has the option of asking for a report reconfirmation. If the negative report is found to be valid – regardless of whether the service provider advertises, offers discounts or is highly rated – that information remains accessible to all Angie’s List members in that area.

I hope that addresses your concerns. I encourage you to submit your report on the service provider in question and to monitor it. Please feel free to contact me with any concerns and to post the report’s progress to the forum. I trust you’ll find the process will meet your satisfaction.

Thanks again for your post.

Paul from Angie’s List

Answered 9 years ago by Paul from Angie's List

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