1. Introduction
    2. What is it?
    3. Can Angie's List resolve complaints?
    4. What is required of me to initiate the process?
    5. What happens once I turn in the documentation?
    6. What if I don't send the documentation back?
    7. What if the company resolves my complaint?
    8. What happens if the company responds but doesn't resolve my complaint?
    9. Where does the complaint go after the process is complete?
    10. What does the complaint resolution status mean?
    11. What types of complaints are not acceptable?
    12. Can Angie's List give me legal counsel?
    13. What if I am suing or being sued by the company?
    14. Do I have other options to pursue my issue?
Introduction
Have you ever run into a problem with a service company that you couldn't seem to resolve on your own? So have we. That's why we developed the complaint resolution process. It's a service designed exclusively for Angie's List members to help restore communication between you and a company you're having a problem with.

If your complaint qualifies (see below for the rules of the game), we'll contact the company in question on your behalf. And space permitting, we may print the outcome of your complaint in our magazine and on our website — good or bad!

Companies that don't respond to your complaints end up in the "Penalty Box," and their name appears in the magazine for three consecutive months.

We have helped a lot of our members get refunds, repairs and redos for remodeling jobs of all types. How? There's power in numbers, and you have the strength of the entire Angie's List membership base behind you.

To get started, all you have to do is fill out a report detailing your experience. A grade of "C" or below will trigger some extra questions, which will help us identify whether or not we can help you with this particular issue. If we can't help you, we'll try to give you some additional resources. Click here to begin the process.

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What is it?
The complaint resolution process is a third-party complaint process designed exclusively for Angie's List members. Angie's List leverages the strength in numbers to attempt to resolve consumer complaints for our members. There is no charge to initiate the complaint resolution process
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Can Angie's List resolve complaints?
While we cannot strong-arm a provider to resolve the issue to your satisfaction, we find that if they care about their reputation, we often have the power of persuasion. However, we cannot guarantee a resolution.
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What is required of me to initiate the process?
We require that you have already tried to contact the company about the complaint, and that your complaint be current (as in less than a year old) or if it is more than a year old, written proof of the warranty is required. All you have to do to get started is complete a report and describe your issue. A grade of C or below will trigger some follow-up questions to see if your situation qualifies. After that, we'll send you some additional documentation for your complaint.
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What happens once I turn in the documentation?
We send it to the company with an informative letter explaining your resolution expectation. In this letter, we ask the company to respond, in writing, within two weeks.
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What if I don't send the documentation back?
If we do not receive it within two weeks, we will assume that you are no longer pursuing the issue. If you need to update the original report, simply contact us, and we can make the changes to the report for you.
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What if the company resolves my complaint?
We will discard your original report, and you will be given the opportunity to replace the initial report with a positive one.

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What happens if the company responds but doesn't resolve my complaint?
You have the final say as to whether you feel the issue is resolved or not, based on the service provider's response. If the company does not resolve the matter to your satisfaction, your report will continue to affect the company's rating with Angie's List, and both sides of the story will appear in our monthly magazine and online.
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Where does the complaint go after the process is complete?
The detailed complaint is turned in to our publication department and, after editing for space and clarity, we may publish it in the complaint resolution section of our monthly magazine and on our website.
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What does the complaint resolution status mean?
There are four possible outcomes to the complaint resolution process, which are described by the complaint status: Pending, Resolved, Stalemate and Penalty Box. The outcomes are described below.


Pending: The complaint is currently in process. No final outcome has been determined.

Resolved: The complaint is closed as Resolved because the service company has met the member's request for resolution to the complaint (as outlined on the complaint resolution process complaint form).

Stalemate: The complaint is closed as a Stalemate because the service company has responded to the member's request for resolution, but they have declined to fulfill the member's requirements for resolution. In some cases, the service company may have provided a counteroffer that the member has declined.

Penalty Box: Companies can be put into the Penalty Box for three reasons. Either they have declined to respond to our letter; they didn't use the official form for their response; or they initially responded and indicated they'd resolve the issue and then failed to follow through with their promise. In such cases, they are placed in the Penalty Box of our magazine for three months and will no longer be available to our members in a category search until they've responded to the complaint. At any time, they can be taken out of the Penalty Box if they do respond to the complaint. Because of space and production schedule restrictions, complaints don't usually show in the Penalty Box section of our magazine until several months after the deadline for responding has passed.

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What types of complaints are not acceptable?
Angie's List reserves the right to decline any complaint if we determine it doesn't fit within the parameters of the program. Complaints are not allowed if they've been filed for purposes other than resolution or are more than 12 months old (unless there's a warranty). Additionally, we don't allow any form of vulgar language or personal attacks on the company or any member of the company.
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Can Angie's List give me legal counsel?
No...you'll have to call a lawyer for that.
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What if I am suing or being sued by the company?
We can take a report about your experience, but we cannot initiate the complaint resolution process if you are engaged in a lawsuit.
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Do I have other options to pursue my issue?
Absolutely. There are many other avenues you can pursue, such as filing a complaint with media programs, trade associations, the Better Business Bureau, the state Attorney General's office, and local and national consumer advocacy groups. You are welcome to pursue these avenues during or after this process. We can also give you contact references for many of these other sources.
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