Angie's List: 2011's Most & Least Complained about Categories

Home warranty companies topped the Angie's List worst-graded categories list in 2011 for the seventh-consecutive year.

Forty-six percent of reviews from members who bought a home warranty and reported on their experience in 2011 gave poor grades – either a D or F overall on our grading scale – to the company that administers the warranty.

Grades on Angie's List, the nation's leading provider of consumer reviews, are based on overall experience, price, quality, responsiveness, punctuality and professionalism.

Home Warranties:

·         Also known as a home services contract – it is often included in the purchase of a new home and typically covers plumbing, electrical, heating and cooling, and appliances.

·         All-too-often, though, consumers don't clearly understand the details of the warrant. This is reflected in the report Angie's List collects on home warranty companies. Most complaints in 2011 stemmed from perceived poor communication by the warranty companies on what exactly the warranties cover, and unsatisfactory work by the contractors the warranty companies provide.

Angie's List Home Warranty Tips:

·         If you are considering adding a home warranty or home service contract to your purchase, be sure to read the contract carefully. Find out what the warranty covers, and what it doesn't cover. Compare multiple policies, as coverage can vary significantly and check company reviews to find out as much as you can about other homeowners' experiences with the warranty company.

·         If you have a service issue, ask for the names of three contractors they could send out. Then, research those contractors, call the warranty company back and tell them which contractor you prefer. If there are deductibles for service calls in addition to the initial warranty cost – typically between $350 and $500 a year – you might decide you're better off without the warranty.

Warranty companies weren't the only repeat offenders in 2011 to the most complained-about list, however. Also back on the list:

Banks and credit unions are new to the most complained-about list. Complaints of unauthorized fees, unsatisfactory communication from banks on their policies, and poor customer service were the prevailing theme in the poorly graded reports.

Angie's List 2011 Most Complained-About Companies

1.       Home warranty companies*

2.       Internet service providers*

3.       Banks/Credit unions

4.       Property management companies*

5.       Auction services

6.       Boating sales and service

7.       Mattress sales

8.       Mobile and landline phone providers*

9.       Wedding professionals – bridal and tuxedo shops, planners*

10.     Travel agencies

*Repeat appearance on this list

Hauling companies, dryer vent cleaners, ceiling fan installers, home organizers, lighting, glass block and screen repair companies all repeated on the Least Complained-About list this year, with fewer than 3 percent of their respective reports being negative.

Angie's List 2011 Least Complained-About Companies

1.       Piano tuning

2.       Mailbox repair

3.       Hauling services*

4.       Graphic design

5.       Dryer vent cleaning*

6.       Ceiling fan installation*

7.       Home organization services*

8.       Lighting services*

9.       Glass block services

10.      Screen repair*

*Repeat appearance on this list