ComplaintsforPorch.com

• Initial Complaint

  08/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  From email to Porch,I am providing written notice that I want to cancel any and all service for home warrenty and general Porch services, provided by your agency, or the contracted provider that you work with for this service. I did agree to the initial charge of $1 on my card when speaking to a representative ******, to set up service. I did not receive an email or mail confirmation of service, invoice, account number, or the name of the service provider or home warranty program. I have called Porch and emailed through Porch App and from the customer service numbers listed on your site. I have left 3+voicemails and a prior email inquiring about this information in the past 30 days. I left a message with your after hours answering service, as well as vm with your general line. I have called approximately 6 times in the last 30 days and it always goes to voicemail stating nobody is available, even during business hours, and I don't receive a call back after leaving a vm with my information and request. I was told I would receive the policy documents by mail within 2 weeks to review and decide if I would continue the subscription or not, and I have not received this information. I was also told that I would be given the opportunity to review the policy documents and cancel subscription if I did not want it prior to the first payment. This was not correct. I was charged ***** from Porch Warranty ***********-IN on 8.15.24. My initial $1 charge was 7.16.24 from the same account. I spoke with a ********************************************-************************** on this date and then I was transferred to another representative, possibly a ****** on 7.16.24 to initiate this service. I did email ****** on the same date to follow up on ****** advising he would be emailing ********** coupons, and I didn't receive a reaponse email back. I am requesting email confirmation that this email was received and confirmation that service is cancelled and no future charges will occur.

  

  Business response

  09/06/2024

  Hi ***************************,
  
  We are sincerely sorry to hear that your experience with us was below expectations. We pride ourselves in providing an exceptional experience to our customers, and it sounds like we have missed the mark to help resolve your issue. We have looked into this matter and will be providing you with a refund in the amount of $61.92, which will be sent to the card on file within 3-5 business days. 
  
  We apologize for any inconvenience that this experience has caused. Should you need any additional assistance, please email our management team at ********************************************

  Customer response

  09/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i bought a couple leads from porch and their was fake leads i ask them for refund and they denied me the refound and i look for reviews on ****** and everyone is saying that the porch leads scamm them...

  

  Business response

  08/21/2024

  Hi *************************,

  We appreciate you took the time to share your request with us once more. We are sorry that you had to wait for our response, know we take all requests seriously.
  
  Porch took the following actions:
  
  - Escalated your case to a specialized group that investigates further making sure enough time was invested to review your inquiry.
  
  - Gathered all available information from interactions amongst Porch representatives and your company.
  
  - Evaluated your request in accordance to our policies and procedures, but always maintaining a Whats the right thing to do? mentality.
  
  
  Porchs Investigation:

  -- We could not find any wrong doing on our side.

  -We did not take any money from your card without authorization, as you have a Pay as you go account and you decide what you purchase.

  -You purchased your first lead of ***** on 6/4/2024, for which we issued a credit of $77.

  -The $77 credit Porch awarded you was used to buy a second lead of ******* on 6/27. We did not receive any notification , nor was there any credit request submitted for this lead.

  -Keep in mind all lead credit request must be submitted within the first 30 days of Purchase.

  -You currently have a 0 balance on your account.

   

  Porchs Outcome:
  
  - While we respect your request, we found no wrong doing on our side to consider "we have failed you". We cannot favor your request towards a refund of your balance, thus we decline this as an option. Additionally, you will find information confirming that we do not complete refunds for purchases:  ************************************************************************************************** &
  
  ******************************************* . These terms and conditions were accepted by you when creating your Porch account.

   

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a phone call from an agent from Porch as a referral from my mortgage lender. The agent initially was setting up my Spectrum internet services then told me Porch also offered home warranties and went over what Porch offered versus most other companies. I told the agent that I already had a warranty set up as part of my home purchase contract but I would consider them after the one year warranty we have is expired. The agent said he would mail out a brochure so we can review everything they offer and had the info for when we are ready. I said that would be fine and was then informed they would need to charge my card for $1 to cover mailing the brochure but that would be the only charge. I said that would be fine as long as they understand that I DID NOT want to sign up for the service at this time. I was assured I would not be charged. We'll, that was a lie because I was charged $62 on 12 July for Porch Warranty. I called the number associated with the charge and the rep was rude and argued with me about whether I agreed to sign up or not. Eventually he said he put in a request with the cancelation department to cancel the account and I should hear from them in 48hrs. I never received any response. I have tried calling again with no luck, no one responded to my email requests to cancel it and refund my money. I DO NOT WANT THIS SERVICE AND NEVER AGREED TO SIGN UP. I DO NOT WANT TO BE CHARGED AGAIN AND I WANT MY MONEY BACK THAT YOU TOOK FROM MY ACCOUNT WITHOUT AUTHORIZATION. For a company trying to earn my business you definitely have terrible customer service and I will never do business with this scam of a company.

  

  Business response

  08/01/2024

  Hello ********************************, 
  
  We are extremely sorry to hear that you had this type of experience with our team. This is not the experience we aim for at Porch, and we will be addressing this right away.
  
  Further, you should have been contacted by a member of our team to provide you with an update and information on your refund.
  
  Please accept our sincere apologies for the inconvenience that your experience has caused. We aim for a great customer experience and missed the mark ***** If theres anything else you need or if you have any other issues, please reach us at **************************************
  
  Thank you.
  

  Customer response

  08/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have attempted to cancel my account several times since November 2023 so that I am not getting charged for services I dont want. The Porch.com representatives have promised that they have fixed the problem and each time pressured me to keep my account. They have promised that I wouldnt be charged going forward, yet it keeps happening. This situation has repeated itself for the last 9 months. Instead of honoring my requests they continue to use their script to try to get me to not cancel. I have attempted to speak with a manager each time I have called but they are conveniently not available. In July 10, 2024 I called in and again told them to cancel my account. After ****************************************************************************** I was told that my account was cancelled. I told the representative that I wanted an email confirmation that the account had been cancelled, which I received from ****** R. On July 11, 2024 I received a text message and email from Porch trying to get me to purchase a lead. When I went to log into my account it shows my account still active and an open balance. This is not an honest company and they continue to lie to me and attempt to get me to spend money. Im sure that Im not the only one theyve done this to. I will be filing a complaint with the Washington State Attorney General as well.

  

  Business response

  07/12/2024

  ***,
  
  We appreciate you took the time to share your request with us once more. We are sorry that you had to wait for our response, know we take all requests seriously.
  Porch took the following actions:
  - Escalated your case to a specialized group that investigates further making sure enough time was invested to review your inquiry.
  - Gathered all available information from interactions amongst Porch representatives and your company.
  - Evaluated your request in accordance to our policies and procedures, but always maintaining a Whats the right thing to do? mentality.
  
  Porchs Investigation:
  - We will initiate by presenting facts, below is a summary:
  
     -You had a monthly subscription with an automatic billing date of the 26th of each month.
  
     -The request to cancel received by us was on 6/26/2024.
  
     -Per our terms and conditions, any cancellation must be requested 15 days prior to the billing date, so we are able to stop any automatic billing.
  
    -The last charge on your account was 6/26/2024 for $24 due the subscription that was active at that time. 
  
    -We cancelled your subscription on 7/10/2024.
  
   -We sent an email confirming your subscription had been cancelled on 7/10/2024
  
  -You replied to us on 7/11 after business hours asking for your account to be removed. As of 7/12 your account has been removed from our platform.

   

  Outcome

  -Please be informed that this request has been fulfilled. The deactivation takes effect immediately, however search engines such as ****** may still index or reference to an image of your account in Porch, this will be the case until their algorithm refreshes which will take approximately 2 weeks for the search engine completely remove any reference of your company. This does not mean that people will be able to access your company profile, it will only appear in the search list.
  
   
  
  We thank you for your patience towards getting this resolved.
  
   
  
  Great day,
  
  Porch Support Team.

  Customer response

  07/13/2024

   
  Complaint: 21978545
  
  I am rejecting this response because:

  Porchs representatives failed to cancel my account in my earlier requests to do so. 
  

  Porch failed to provide the promised service(s) that they use to get business owners to sign up to their system. 
  

  if I do not get refunded for the last charges to my account I will have no choice but to pursue legal action. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 30 I emailed porch.com regarding a project that was paid in full and abandoned by one of their pro participants, *************************** with Powellfull Renovations and Design. I provided porch.com with all the requested information. Unfortunately, they have not reply to the last email requesting clarification about why I don't qualify for the Porch Property Protection Guarantee.

  

  Business response

  06/25/2024

  Hello **************** *****,
  
  Thank you for bringing this to our attention. We are working diligently on this request and will make sure to get back to you as soon as we have an answer. 
  
  We will try to reach out through the BBB platform. Our usual turnaround time for claims is 3-5 business days. Please feel free to reach out by replying to this email.
  
  Best regards, 
  Trust & Quality Team
  Porch.com
  

  Customer response

  07/02/2024

   
  Complaint: 21897021
  
  I am rejecting this response because: THE OTHER CHOICE WOULD CLOSE OUT THE COMPLAINT. I DO UNDESTAND THAT PORCH COMMUNICATED TO RETURN WITH AN EXPLANATION WITHIN 3-5 BUSINESS DAYS. I WILL WAIT FOR THEIR RESPONSE.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/17/2024

  Hello **************** *****,
  
  We appreciate you taking the time to share your request with us. We are sorry that you had to wait for our response, know we take all requests seriously.
  
  Porch took the following actions:
  - Escalated your case to a specialized group that investigates further making sure enough time was invested to review your inquiry.
  - Gathered all available information from interactions amongst Porch representatives and your project.
  - Evaluated your request in accordance with our policies and procedures, but always maintained a Whats the right thing to do? mentality.
  
  Porchs Investigation:
  We reviewed thoroughly and diligently all the information gathered and as per your responses we were able to confirm that the provider started the project but did not completed it. We understand the provider had pending the stretch to the property gate and a portion of the roundabout.
  
  In an attempt to help, even if we do not work as mediators between providers and customers, we tried to establish a line of communication between you and the professional so you could both resolve the matter directly. The professional let us know he did reach out to you but there were some payment misunderstandings and couldn't agree on a resolution.
  
  In this case, the Porch Property Protection Guarantee does not cover for payment disputes and/or incomplete jobs, so this would not qualify, because some work had been completed/started. By "some work", we are including purchasing materials, time spent at the home, and travel time. This is usually what deposits or initial payments are spent on by the providers.
  
  On the other hand, as per our terms of the guarantee, it is also stated that we do not cover project delays (incomplete projects), project disagreements, the quality of work, and/or the loss of materials, tools, or other property owned by the professional or homeowner that are or will be used on the job. 
  
  Porchs Outcome:
  Based on our investigation and the points presented, we were able to determine this does not fall under our guarantee. We invite you to review our Porch Property Protection Guarantee here: ****************************************************.
  
  - Finally, please be informed that we have logged your feedback and the Pro Powellfull Renovations and Design has already been reported. We take complaints seriously and we want to avoid our customers having issues with the pros referred to on our platform.
  
  - Next steps, we recommend you keep pursuing the Pro further, and as some options you could file a complaint with the state ******************************** programs, trade associations, and local and national consumer advocacy groups, and you could also file a police report if applicable. These might be the best ways to recuperate your losses and the best points of contact to get help and mediation with this situation. 
  We do apologize since this took us a longer time to review than usual. 
  
  Best regards, 
  Trust & Quality Team
  
  

  Customer response

  07/19/2024

   
  Complaint: 21897021
  
  I am rejecting this response because:

  I do appreciate your time and effort in reviewing and responding to my complaint. Unfortunately, Porch.com needs to do better with background checks of the individuals they hire to represent them. Additionally, porch.com is just trying to remove themself from any responsibility. Although it was Porch.com who contacted me directly and provided my personal information such as name and phone number to ***************************. 

  Next, with a little bit of research I was able to see that Porch.com is still advertising this individual. Please see attachments. I do recall that the individual had stated that he previously had a business in ** before moving to **. Lo and behold I found his previous business, ****** Renovation & Design LLC very similar to the current, Powellfull Renovation and Design LLC. 

  Please take you time and read through the reviews. He has done this to many other porch customers. He has a pattern and is doing this knowingly and deliberately. Porch.com should have a responsibility too. Unfortunately, your solution is to sidestep the situation. Likely the same recourse offered to those previous customers. 

  We have initiated other options and filed other complaints. Regrettably, it takes a lot of time and resources. Your business model is broken you need to do better. There is no business without customers. 

  Sincerely,
  
  ***********************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Was contacted by a *** who then lied and said he was working with a company I recently had an inspector report done with. He got very aggressive stating he worked for that company and if I didnt believe him to call back and verify it. My inspection report wasnt done by porch and apparently my inspection company has received several complaints about porch taking client information and soliciting them otherwise. Misrepresentation and lying is fraud and your company should be shut down employing such slime.

  

  Business response

  06/25/2024

  Hi Mrs. *********************,
  
  Thank you for your feedback. This is certainly not the type of experience that we want our customers to have here at **********************, and have escalated the interaction you had with our representative to upper leadership. You will be contacted by a member of our leadership team as a follow-up. We deeply apologize for the type of experience you had. Thank you again for your feedback.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The leads they give you are dead leads. When you ask for credit they never respond. I truly believe this is a ponzi scam.

  

  Business response

  06/25/2024

  Hi ***********,

  We appreciate you took the time to share your request with us once more. We are sorry that you had to wait for our response, know we take all requests seriously.
  Porch took the following actions:
  - Escalated your case to a specialized group that investigates further making sure enough time was invested to review your inquiry.
  - Gathered all available information from interactions amongst Porch representatives and your company.
  - Evaluated your request in accordance to our policies and procedures, but always maintaining a Whats the right thing to do? mentality.
  
  Porchs Investigation:
  - We will initiate by presenting facts, below is a summary:

  -You have no active subscription or membership with Porch.com, you purchase leads under a paygo plan. You decides if you buy leads or not.

  -We have not received any credit request submitted from your account throughout 2024.

  -There has only been 1 lead purchase in 2024, the lead was purchased 6/10.

  -Within our Lead Credit Policy it is stated we can only review leads within 30 days of purchased.

  -The credit request you submitted in 2023, where automatically rejected as you requested them and the system informed you they did not qualify for credit as the minimum requirements outlined in our lead credit policy had not been met.

   

  Porchs Outcome:
  - While we respect your request, we found no wrong doing on our side to consider "we have failed you". We cannot favor your request.We have been honoring the information presented to you prior to your purchase and we have confirmed that we answered your leads credit requests on time. Additionally, we have made no invalid charges to your credit card. In this section, you will find information confirming that we do not complete refunds for purchases:  ************************************************************************************************************;
  ************************************************;. These terms and conditions were accepted by you when creating your Porch account.

   

• Initial Complaint

  06/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear BBB Representative,I am writing to file a formal complaint against Porch concerning their deceptive business practices and failure to deliver on their promises. I am a business owner who was seeking reliable lead generation services to expand my clientele and improve my business operations. Unfortunately, my experience with Porch has been profoundly disappointing and financially detrimental.In March 2024, I paid approximately $1,000 to get started with Porchs lead generation services, based on assurances from their sales representatives that their platform would provide valuable and exclusive leads. Over the span of two months, I purchased over 15 leads from Porch, yet I have not secured a single contract. This result starkly contrasts with the expectations set by Porch during their initial sales pitch.Porch assured me that their leads were exclusive and not sold to multiple contractors, a critical factor in my decision to proceed with their service. However, the quality and exclusivity of the leads have been highly questionable. Despite investing substantial time and resources into following up on these leads, none have converted into actual business.Moreover, Porch promised that their team would provide ongoing support to ensure my success on their platform. This, too, has proven to be false. Despite numerous attempts to reach out for assistance and guidance, the promised support has been non-existent.In summary, Porch has engaged in misleading advertising and has failed to deliver the services and support promised at the point of sale. Their primary interest appears to be in collecting fees rather than genuinely assisting their clients in generating business. I feel that I have been misled and financially exploited by Porchs unethical practices.I respectfully request that the BBB investigate Porchs business practices and take appropriate action to prevent other businesses from experiencing similar issues.

  

  Business response

  06/24/2024

  *****,

  We appreciate you took the time to share your request with us once more. We are sorry that you had to wait for our response, know we take all requests seriously.
  We are taking all the necessary actions to properly review your request, this being said Porch is doing an extensive investigation and we will be reaching out within the next 48 hours to properly resolve your claim.

  Customer response

  06/25/2024

   
  Complaint: 21877468
  
  I am rejecting this response because: I need to be contacted ASAP. I have been patient enough. Ive have been told multiple times Ill get a call back. Still waiting .. 
  
  Sincerely,
  
  ***********************

  

  Business response

  06/27/2024

  *****,

  We appreciate you took the time to share your request with us once more. We are sorry that you had to wait for our response, know we take all requests seriously.
  Porch took the following actions:
  - Escalated your case to a specialized group that investigates further making sure enough time was invested to review your inquiry.
  - Gathered all available information from interactions amongst Porch representatives and your company.
  - Evaluated your request in accordance to our policies and procedures, but always maintaining a Whats the right thing to do? mentality.
  
  Porchs Investigation:
  - We will initiate by presenting facts, below is a summary:

  - We will initiate by presenting facts, below is a summary:
  -You signed up to our program on 4/19/2024, not March 2024. You signed up to our Vetted Membership (annual program) and our monthly plan
  -The amount charged on 4/19/2024 was ****** vetted membership+100 monthly subscription and we issued a credit for signing up of $100 on 4/19/2024.So, the mention that $1000 was spent to sign up is incorrect. You can review the charges on your account by going to your financial center  *********************************************************;

  -From all the credit request submitted 2 where ineligable due to our Lead Credit Policy.

  -In regards to receiving constant support, we have internal records of SMS, calls and emais done to yoru company to onboard you after your sign up and you were unresponsive for over 15 days. 

  -All emails sent to Pro support and calls made where answered and we even issues courtesy credits 6/6 and explained to you our Lead Credit Policy

  -Your monthly recurring plan had already been cancelled.

  -The only thing active on your account is the annual Vetted Membership, since it had already been paid for.

   

  Porchs Outcome:
  - While we respect your request, we found no wrong doing on our side to consider "we have failed you". We cannot favor your request towards a refund, thus we decline this as an option. We have been honoring the information presented to you prior to your purchase and we have confirmed that we answered your leads credit requests on time. Additionally, we have made no invalid charges to your credit card. In this section, you will find information confirming that we do not complete refunds for purchases:  ************************************************************************************************************;
  ************************************************;. These terms and conditions were accepted by you when creating your Porch account.

   

   

   

  Customer response

  06/30/2024

   
  Complaint: 21877468
  
  I am rejecting this response because: in the past 90 days i have purchased 16 leads without a single one turning into a sale. If you look at all the converations i stick to your very stricket phone/messaging process. I dont even get a chance to look at the project let alone send an estimate because cumstomers just dont answer. Sometimes i feel like im buying dead leads just to make you guys money. All you guys have done is take my money. Which is why i downgraded from my original sub because i just dont see the value. I applogize for over estimating the start up fee, but regarless i paid for a service and still have benifited from it not once. Even now i bought a lead thursday not a word from the customer but when i call to get my credit back its always a reason why it cant be given. I would like my money back and account closed please. Your service is not at all what was promised.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/01/2024

  *****,

  
  We appreciate you taking the time to reply and share your concerns with us once more and we are sorry for the time it took us to get back to you. Porch thoroughly investigated your account to provide a proper resolution, always evaluating your request according to our policies and procedures and maintaining a Whats the right thing to do? mentality.
  
  Porchs Investigation:
  -We reviewed your account and can confirm you received 16 leads from Porch from the time you signed up until the last lead you purchased on 6/27/2024.
  -All of the leads on your account that you requested credit , which were 13 have been reviewed and we provided an outcome. We also took it apond ourselves to investigate the remain 3 you did not submit a credit request for.

  
  Please see the outcomes below:
  
  -*****************************-purchased 6/27. There has been no credit request submitted through email or your Porch account. We reviewed it as unresponsive based on the information you provided on BBB and it currently does not meet the requirements listed on our LCP. ***************************************************** To qualify for automated credits due to a customer being unresponsive, the lead must be open for seven (7) days. During the first three (3) days, you should message and call at least two times, respectively. If you are still unable to connect* with the customer, you may receive an automated credit for this lead.
  -***************************-Our records indicate the lead called you back, considering this a connection. This does not qualify for credit as an unresponsive lead.
  -***************************- lead was automatically credited by our system.
  -*************************-you connected with the lead and provided an estimate and the homeowner declined to go with you as they informed you they did not have the budget to meet your estimate. You called and requested this as a credit and we informed you it was a valid lead on 6/19/2024.
  -*******************************-lead was automatically credited as unresponsive by our system
  -****************************************** you spoke to a Porch representative on 6/6, who informed you this lead did not qualify for credit based on our lead credit policy as the requirements outline had not been met.
  -*****************-lead had been credited automatically by the system as an unresponsive lead.
  -****************************** courtesy credit was issued by the representative you spoke to on 6/6 after explaining why this lead did not qualify for credit as the minimum requirements outlined in our lead credit policy had not been met.
  -*********************-the credit was granted as the homeowner selected a different service type than what they needed.
  -*********************-You requested the credit as unresponsive, however, our lead credit policy as stated on the lead of ************************* requires 2 calls and 2 SMS within the first 72hrs and for his lead you only made 1 call. We granted another courtesy credit after explaining the requirements.
  -Lakweeta **************** was granted for a miscategorized service request on behalf of the homeowner.
  -*********************- No credit request was submitted for this lead.
  -*******************************-You requested this credit as unresponsive, but this was a verified call lead and we had the homeowner on the line, this does not qualify for credit per our lead credit policy.
  -***************************- You requested this credit as unresponsive, but this was a verified call lead and we had the homeowner on the line, this does not qualify for credit per our lead credit policy.
  -***************************-You requested this credit as unresponsive, but this was a verified call lead and we had the homeowner on the line, this does not qualify for credit per our lead credit policy.
  -***************************-automated credit was granted as it was a duplicate lead.
  -Based on our investigation we have found no wrong doing on our end. Our lead credit policy is clear for all contractors to be able to receive credits.
  

  Porchs outcome:
  -We have disabled you Vetted Membership auto-renewal as of 7/1. The Vetted membership was paid for already and it is an annual membership, it expires 4/17/2025
  -You are currently not actively subscribed to any membership that will cause a charge, if you want to stop receiving lead notifications we sent you an email through your Porch account with the instructions to fully unsubscribe. 
  -We also issued courtesy credits and explained how to get credits for unresponsive leads multiple times. 
  - While we respect your request, we found no wrong doing on our side to consider "we have failed you". We cannot favor your request towards a refund of your balance, thus we decline this as an option. We have been honoring the information presented to you prior to your purchase and we have confirmed that we answered your leads credit requests on time. Additionally, we have made no invalid charges to your credit card. In this section, you will find information confirming that we do not complete refunds for purchases:  ************************************************************************************************** &
  ******************************************* . These terms and conditions were accepted by you when creating your Porch account.
  
  

   

   

   

   

  Customer response

  07/05/2024

   
  Complaint: 21877468
  
  I am rejecting this response because: Im sorry, but I dont think youre understanding.
  

  I signed up for your platform with the expectation of being connected with customers who are ready to make a purchase. However, my experience has been quite the opposite. Despite subscribing to your premium plan, I have only been connected with one homeowner, which unfortunately resulted in a dead lead. 
  
  You claimed to have connected me with individuals named ****** and *******, but I never had the opportunity to speak with either of these potential customers. This led me to downgrade to the base plan as I found little value in your teams screening process and the subsequent withdrawal of funds from my account.
  
  While I appreciate the credit you have provided, it only allows me to purchase more leads, which thus far have proven to be unproductive. The quality of leads on your platform appears to be questionable, and I find myself caught in a cycle that is both time-consuming and unprofitable.
  
  I hope you understand the frustration this has caused and urge you to review and improve your lead generation and customer connection processes. 
  

  I would also like my investment returned in full and my account closed please.
  
  Sincerely,
  
  ***********************
  AIG Property Solution
  

  

  Business response

  07/12/2024

  Hi *****,

  Thank you for reaching back out to us. We understand the expectation you had, and we tried to connect you with these potential customers however for the lead of ******, you declined to take the call with the homeowner on the line on 4/22. For the lead of ********, we call you with the homeowner on the line and there was no answer and no voicemail set up of the time of the call, so the lead details were sent to you on your Porch platform and via email for you to follow up. It is unfortunate that in the month you had the plan you were not able to take some of the leads we had prescreened. However, all leads have been reviewed in accordance to our lead credit policy.
  
  As we understand you no longer want to buy leads, we have issued a refund of the $40 that was left on your account as of 7/12/2024. Your account has been completely closed.

  Customer response

  07/18/2024

   
  Complaint: 21877468
  
  I am rejecting this response because: I paid over $500. Despite adhering to all terms and conditions outlined in their policy, the service did not meet the advertised standards. Consequently, ******* has offered only a $40 refund, which I find inadequate and unfair.
  
  As a responsible customer, I fulfilled my obligations by signing up and paying for the service in good faith, expecting the high-quality service promised. Unfortunately, the experience fell significantly short of these expectations, and it is not my fault that their service did not deliver as claimed.
  
  Given these circumstances, I believe I am entitled to a refund of 100% of my payment, which would more accurately reflect the discrepancy between the service promised and the service delivered.
  
  I hope ******* will reconsider their position and provide a more equitable resolution. Thank you for your attention to this matter.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/26/2024

  *****,

  We have reviewed your request and have found no wrongdoing on our end. According to our systems, we've only made 2 charges to your credit card ending with 4515 and one charge to the cc ending with 7487. The sum of all charges does not equal nor is even close to $1000. If you can provide us with a copy / proof of the charges you claim to sum $1000 we will potentially consider looking at this further. Otherwise, our decision is final.

  We also did an extensive review and provided specific details of the decline you made, which impacted on your overall success within our platform, as well as educated and provided courtesy credits to you. We did everything in our power to help you be successful on our platform with the 1 month you had a subscription. 

  Due to this we made an exception to our terms and conditions and awarded a refund of the balance you had on the account and have completely removed the profile in question.

   

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Vet owned Business. Contacted in 2002 by a relentless sales rep asking me to setup an account with **********************, become a vetted member for $259, and setup a monthly lead budget. I agreed to a free credit first month and paid $55 to set an initial budget of $200 to see how it went. I was told I could expect ***** leads a month, but my budget would need to be increased. I explained that if I got enough quality leads, that I would happily increase my budget. How it works- when a lead comes in, your balance is decreased by the *** the lead cost. This balance goes down until your out of funds for the month. On the 1st of each month you are automatically charged whatever it takes to bring your acct credit back up to your set ***- in my case- $200. Here's my entire 2 yr history- I pay $259 plus $55 to setup my account. I'm credited and have a $200 lead budget.12/13/22 I buy my first lead for $50. The lead was non-responsive. I complained and received a lead credit. 5 1/2 MO later on 5/16/23, I receive my second lead, this time I was charged $128! Again, Nothing happened with this lead. It doesn't even show up in my dashboard for me to do anything with. Can't even request a lead credit. Thanks to this lead, I was chard $113.01 on 6/1/23 to reload my balance. 2 MO after this lead on 7/11/23, I receive my third lead, this time charged $128 again! This customer set an appointment, never showed, and stopped answering calls. You guessed it, on 8/1/23 I was charged again for $128 to reload my balance. 4 1/2 MO later on 12/2/23 I buy a $12 lead. No contact made. Was charged $6.60 on 1/1/24 to reload. 6 MO later 6/1/24 I see a charge for $141! They claim a call was made for a lead. I sent an email and got a call 3 weeks later. Rep initially said they left a voicemail. When listening to the recording, she said they didn't actually leave anything. Nothing. Refused to refund anything. I have paid this company $703.6 for 5 bad leads in 2 yrs and they refuse a refund!

  

  Business response

  06/17/2024

  ****,

  We appreciate you took the time to share your request with us once more. We are sorry you had to wait for our response, know we take all requests seriously.
  Porch took the following actions:
  - Escalated your case to a specialized group that investigates further, ensuring enough time was invested to review your inquiry.
  - Gathered all available information from interactions amongst Porch representatives and your company.
  - Evaluated your request per our policies and procedures, but always maintaining a Whats the right thing to do? mentality.
   
  Porchs Investigation:
  - We will initiate by presenting facts, below is a summary:
  -On 12/13/2022 you added $55 to buy a lead of ********************* on that same day. 
  -On 12/29/2022 you received a credit for the lead of ********************* for the same amount of $55. 
  - On 12/30/22 you paid $259.99 as an annual fee for the Vetted Membership. 
  -On that same day 12/30/22 we issued a credit of ******, as a promotion for you signing up to our Vetted Network. The balance as of this date was $214.99
  -Your automatic billing date for the monthly subscription you signed up to is the 1dt of each month.
  -There was no automatic reload of your balance from 12/30/22-5/1/2023
  -5/16/2023 You received a verified lead call, a Porch representative called your number and due to no answer they left a voicemail as well as sent you an email with the homeowner's details for you to call back. The lead had a cost of $128. 
  -On 6/1/2023 you were charged 113 for a balance reload to bring you back up to the $200 budget.
  -On 7/1/2023 there was no charge made
  -On 7/11/2023 you received a verified lead for the homeowner ***** and we live-transferred the call. This had a cost of $128, dropping the account balance to $72. 
  -On 8/1/2023 your balance reloaded automatically, charging you $128 to refill your budget back to $200.
  -There were no balance reloads from 9/1-12/1/2023
  -On 12/2/2023 you purchased a lead for $12
  -On 12/31/2023 you received a partial credit of $5.40.
  -On 1/1/2024 your balance was reloaded for $6.60 to refill your budget back to $200.
  -From 2/1-5/1/2024 the balance was not reloaded
  -On 5/202024 you received a verified lead for the homeowner ******* with a cost of $141. The call was routed to ** and it gave us a message the ** was full. You can review by selecting this link: ******************************************************************************************;
  -On 6/1/2024 your balance was reloaded for $141 to refill your budget back to $200.
  -The total amount charged to refill your account for leads was not $703, as you have stated in your claim.
  -Aside from this there is only 1 lead credit request submitted, which you can also see on your dashboard under the section credit requests, and this was put back on your Porch account on 12/29/22
  -Per our LCP all lead credits that are 30 days old or more do not qualify for credit. **********************************************************;
  -On 6/14/2024 you spoke to one of our Customer Sucess Managers and you have a scheduled call back with a supervisor. 
  
  

  Porchs Outcome:

  - While we respect your request, we found no wrong doing on our side to consider "we have failed you". We cannot favor your request towards a refund of your balance, thus we decline this as an option. We have been honoring the information presented to you prior to your purchase and we have confirmed that we answered your leads credit requests on time. Additionally, we have made no invalid charges to your credit card. In this section, you will find information confirming that we do not complete refunds for purchases:  ************************************************************************************************************;
  ************************************************;. These terms and conditions were accepted by you when creating your Porch account.

  Customer response

  07/09/2024

   My position of my complaint remains unresolved and my review is still valid.  Getting a charge for $141 because I missed a single phone call when I haven't had a lead or a call from this company in 6 months is ridiculous.  There was no response when the call was returned.  This is a very poor business model, and the number of leads promised when signing up versus the number of leads actually received is misleading.  I would have never signed up if I'd known the truth.  Having a policy that states you don't issue refunds does not mean that it's an ethical practice.  Similar situations have been granted refunds as evidenced by the numerous other complaints on their BBB profile.  This is a terrible company to do business with and their rating should be updated.
  
  Thanks,
  *************************
  

  
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sold me false leads. This company stole information from competing lead generating company

  

  Business response

  06/10/2024

  ******,

  We appreciate you took the time to share your request with us once more. We are sorry that you had to wait for our response, know we take all requests seriously.
  Porch took the following actions:
  - Escalated your case to a specialized group that investigates further making sure enough time was invested to review your inquiry.
  - Gathered all available information from interactions amongst Porch representatives and your company.
  - Evaluated your request in accordance to our policies and procedures, but always maintaining a Whats the right thing to do? mentality.

  Porchs Investigation:
  - We will initiate by presenting facts, below is a summary:

  -All the leads you purchased and requested credit for, we granted the credit

  -You informed us you are on multiple lead generating platforms, we cannot control if the homemeowners submit the information on multiple platforms and we cannot credit for that. 

  -We spoke to you on 6/6 and you requested for your accoun to be terminated and as of 6/7 it has been terminated and permanently deleted from our platform

   

  Porchs Outcome:
  - While we respect your request, we found no wrong doing on our side to consider "we have failed you". We cannot favor your request towards a refund of your balance, thus we decline this as an option. We  did review your account and went over the charges and credits on your account and the $22 left on the account were from a ********************** credit you had received. We have been honoring the information presented to you prior to your purchase and we have confirmed that we answered your leads credit requests on time. Additionally, we have made no invalid charges to your credit card. In this section, you will find information confirming that we do not complete refunds for purchases:  ************************************************************************************************************;
  ************************************************;. These terms and conditions were accepted by you when creating your Porch account.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩