ComplaintsforPorch.com

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Porch.com to connect me with a licensed pro to install my countertop and sink. I was connected with ***** Master Handyman LLC. He shared that Porch.com matched us and gave me a quote to complete the work. I later found out that he was not in fact licensed and he causes considerable damage to my property. I contacted Porch.com to share my experience and request that ***** be removed from their platform given that it is illegal to act as contractor in the state of ******** without a license. They told me that I should contact ***** and have him repair the shoddy work. I explained that I did not want him in my home again and simply wanted to make sure this didn't happen to anyone else. They refused to help and told me to file a police report against *****.

  

  Business response

  06/06/2024

  Hello Mrs. ********************************************* 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 2-5 business days. Please feel free to reach out by replying to this email.
  
  Best regards, 
  Trust & Quality Team
  

  Customer response

  06/07/2024

   
  Complaint: 21799274
  
  I am rejecting this response because it does not include a response. I will wait the 2-5 business days for a proper response.
  
  Sincerely,
  
  *************************

  

  Business response

  06/13/2024

  Hello,
  
  We are sorry to hear about your experience with ***** Master Handyman LLC. After reviewing your request, we have determined that the situation does not merit the removal of this account from *********************** platform according to our internal guidelines. Additionally, weve made contact with the Home Professional and he assured that he is willing to work with you to resolve the situation. We hope that a positive outcome is met in the near future. One final comment, this home project seems to have been contracted outside our platform, all external negotiations outside our platform are not managed nor supported by Porch.
  
  Best regards, 
  Trust & Quality Team
  

  Customer response

  06/13/2024

   
  Complaint: 21799274
  
  I am rejecting this response because you continue to lie about how I came into contact with the handyman. Please see attached screenshot. Your company matched him with me. I hired him through your platform and because I believed you had properly vetted him. I am extremely disappointed that you refuse to take action.

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

  

  Business response

  06/17/2024

  Hello *************************,
  
  I wanted to reach out and let you know that we escalated your complaint and are still working on it. We will reach out to you as soon as we have an answer/offer to resolve the issue. 
  
  Thank you for your time and patience. 
  
  Best regards, 
  Trust & Quality Team

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was contacted by porch for a lead service for my company. I was told that I would get at least 9 verified leads a month at a cost of approximately 500. I have not received any leads and have asked them for a refund as they are liars about their service. I also told them to not charge the card they have on file. They told me I would not get a refund and that I have to give them time it has been 2 month with not one lead. I am small company and cannot afford to waste ****** I want the ****** refunded for reason of fraudulent claims by porch! I also want my account clos d after receipt of refund! They are a scam company

  Customer response

  04/25/2024

  Tonight I received a call from porch and again I asked them to close my account and refund the money I explained that they lost our trust as they lied from the very beginning. Porch rep kept saying we need to give them time and we should give them 3 months I demanded that they do not charge my credit card and refund the money that we do not want an account with ********************. He told me he is not going to do that. 
  ********************;

  

  Business response

  04/29/2024

  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 show our Customer Sucess Mnager spoke to you on

     *4/9/2024

     *4/10/2024

     *4/11/2024

    *4/17/2024 , 

  to come to a solution and determine different factors on how to ensure you received more demand by helping you update your trades and services.

  -The account was cancelled on 4/25/2024 after speaking to you and the Customer Sucess manager had informed a refund did not apply per our terms and conditions.

  -However, your request for refund has been escalated to our trust and quality team for review apond the statements made above. We will reachout to you within the next 72 business hours with a final resolution.

  Porchs Outcome:
  - While we respect your request, we found no wrong doing on our side to consider "we have failed you".However as an attempt to ensure there is a further review and transparency we have escalated the request for refund to our Trust and Quality team. They will help us review the claims of what you were promised, the demand received and the balance refund request. We will get back to you within the next 72 business hour to provide a final outcome.

   

   

   

  Customer response

  04/29/2024

   
  Complaint: 21592177
  
  I am rejecting this response because: when I spoke to customer service manager he kept trying to push this business on us. We have not gotten one lead and I requested the monies be return as we were lied to from the initial contact with porch! All we want is the money that was payed to porch be returned. Escalating the issue is not an answer! This just shows that porch is not transparent in their business practices. We would like the money we paid returned due to false information that we were given!
  
  Sincerely,
  
  *********************

  

  Business response

  05/10/2024

  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 joined a monthly subscription plan and the Vetted membership on 3/12/2024

  -To join and have a monthly budget set up you made a balance reload of a total $290. This was made in two diferrent transactions, the first one of a payment of $100 and the second payment the same day of $190.

  -We awarded a credit of $210 as an incentive for signing up on the same date 3/12/2024, this is not refundable as it was added as Porch points to your Porch account.

  -The Monthly subscription was cancelled on 4/25/2024. A Refund for the full amount of $290 was issued today 5/10/2024. 

  -The Annual Vetted membership was cancelled and a full refund of ****** was issued on 5/10/2024.

  Porchs Outcome:
  - We have favored your request towards a refund of the money added to sign up. The total amount refunded on 5/10/24 i of $549.99. For any further questions please reachout to us at our customer support line ************.

   

   

  Customer response

  05/10/2024

   
  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. Thank you
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Well where do I start. I was lied to at every stage of service. From day 1 to today. Ive been using porch for 1 year and let me tell you its the worst of the worst. the leads are below subpar, the leads are usually unaware how you got their info, theyre also unaware why you didnt receive anything theyve already submitted. This company buys c*** leads and resells them for porch groups benefit They scam small business across the country. They have more bad experiences than good This small tech company is the new **** list, theyve let into the company an investment firm who only cares about large profit margins. Ive done some reading and this companys story is gross. They dont care about helping small business or consumers. Theyre only after the dollar: ************* sad I will not recommend them to anyone , oh and when the client success team reached out it was to no benefit , she stated the script and thats it, didnt answer any of my questions or concerns, and literally admitted they dont really care over there

  

  Business response

  04/15/2024

  ***,

  
  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 show there have been several contacts attempt and we have been unable to successfully speak to you on 4/9, 4/11, 4/12. Your request is to have us contact you we will try again but we would need you to pick up  and to be able to speak to us to successfuly review your request and escalations.

   

   

  Customer response

  04/15/2024

   
  Complaint: 21561775
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No submission was made with Porch in any way to get quotes on any home projects. I have been continually called by those who pay them for referrals for a new roof option, did not visit their site or request information. These vendors have continually been reaching out and Porch is charging these vendors for a lead. I do not know how they got my information and phone number and this is fraudulent behavior to those purchasing their leads and an absolute annoyance as a person they are claiming to be a customer (Me).They were told to stop calling and to stop referring me out and it is continuing.

  

  Business response

  03/26/2024

  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 2-5 business days. Please feel free to reach out by replying to this email.
  
  Best regards, 
  Trust & Quality Team
  

  Customer response

  03/26/2024

   
  Complaint: 21468337
  
  I am rejecting this response because there is currently no resolution other than saying they will get back to me. I would like to know where they received my information and where they claim to have my permission to sell my information and charge vendors who reached out to me. I would like proof of this as well. 
  
  Sincerely,
  
  ***************************

  

  Business response

  04/01/2024

  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 were able to learn that we received the lead for your project from a 3rd party service and it was not requested directly from our platform or submitted with us Porch.com. 
  
  We have many partnerships with online home improvement companies. If they don't have a contractor in your area, they send it to us for help. Porch helps homeowners connect with top rated local professionals that can help you get your project done, once we make the connection, youll be dealing directly with the professional. We could see it as a referral program, however, we have canceled all communication from the project with us. 
  
  - In this case, whenever you submitted your information online, as mentioned, we are one of the companies that received it and then your project went to our referral network of local providers so that within 2 business days the system could connect you with up to only a maximum of 4 local options of independent providers that were right for your project. Once connected, they contact you via phone, text, or email to discuss project details, pricing, and schedule. This is why vetting of reputation, licensing, and insurance is the responsibility of the homeowner. When matched with professionals, be sure to inquire about the credentials that matter most to you, and we encourage you to ask your provider to show them to you on-site if needed. Since we have canceled your project no provider from our network will be able to contact you further.
  
  Were sincerely sorry for this and understand the frustration and misunderstanding. We thank you for your feedback and for bringing this to our attention. We are striving to provide a better experience than this. 
  
  Porchs Outcome:
  Based on our continuing efforts we were able to confirm no provider from our network will be able to contact you further. 
  
   - Finally, please be informed that we have canceled your project, you have been unsubscribed from email communication, and you have also been placed on our "Do Not Call List", so you wont receive any further communication including phone calls from us or any provider we could have found as an option for your project request through our platform. 
  
  - Next steps, we recommend you reach out to any other platform or 3rd party service online you might have used to get quotes, if applicable. We apologize again and we would love to help out with any other questions you may have. If desired, please just give us a call at your earliest convenience at our phone number ************, or reply to us via email.
  
  Thank you again for your patience and we apologize since this took us a longer time to review than usual.
  
  Best regards, 
  Trust & Quality Team
  

  Customer response

  04/03/2024

   
  Complaint: 21468337
  
  I am rejecting this response because:
  
  I am glad that steps were taken to look into this however I would like to know what 3rd party service is the one providing you the lead and how they got my information as I did not submit any information to any service regarding a new roof. 
  

  Please provide the other party who  generated this lead so I can proceed with resolving this matter with them as they should not be selling my information without my consent, and should not be generating a lead that I did not submit a request for. 

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

  

  Business response

  04/12/2024

  Hi *******************************, 
  
  Thank you for your patience so far and we are sorry that you had to wait for our response. We take all requests seriously and do our best to diligently investigate.
  
  Transparency is key in our operations, and we aim to address your concerns thoroughly. Regarding your request, we understand your concern about the source of your information and the permission granted for its use and sale. We take privacy matters seriously, and we would love to provide clarity.
  
  Our information acquisition process involves partnerships with various home improvement companies nationwide. These partnerships typically entail agreements that outline the terms and conditions for sharing information. When users engage with these companies, they often encounter checkboxes within their terms and conditions, which, when agreed to, enable the sharing of relevant information.
  
  In the event a professional isn't immediately available, we tend to follow up ensuring that your home improvement projects are completed promptly.
  
  Please let us know if you have any further questions or if there's anything else we can assist you with.
  
  Thank you again for your patience and we apologize since this took us a longer time to review than usual.
  
  Best regards, 
  Trust & Quality Team
  

  Customer response

  04/18/2024

   
  Complaint: 21468337
  
  I am rejecting this response because:
  I need to know who retrieved my information without my consent to send to you and how they obtained it. Please provide that information. Name the company who provided that information and if possible have them provide the way they obtained my information. Otherwise I am not satisfied. I am not looking for an apology, I am trying to find the accountable party and be told how they sourced my information to be sold and profit from. If they did something illegally they should be held accountable and be called out. 
  
  Sincerely,
  
  ***************************

  

  Business response

  04/19/2024

  Dear *******************************,
  
  Thank you for bringing your concerns to our attention. Upon reviewing your inquiry, this is the information we managed to obtain for you. It appears that on 3/21/2024 at 13:12:07, you accepted a checkbox with the **** (Telephone Consumer Protection Act) which outlined the terms of service and privacy policy. By clicking "see prices now," you agree to authorize SOURCE-SOURCEments.pro and its partners to contact you via phone and text messaging using automated technology. It was stated that this authorization did not obligate you to purchase any products or services, and you retained the right to revoke consent at any time.
  
  Regarding your request for proof of permission to sell your information and charge vendors who reached out to you, we would like to clarify that on our side we do not sell your information. The authorization you provided pertained to contact from partners for service inquiries, with the understanding that no purchase was required.
  
  We apologize for any confusion or inconvenience this may have caused. Please feel free to reach out if you require further clarification or assistance at our phone number ************, or reply to us via email.
  
  Thank you again for your patience and we apologize since this took us a longer time to review than usual.
   
  Best regards, 
  Trust & Quality Team
  
  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went online looking for tree removal companies and found what looked like someone local ************** I filled out the contact form for an estimate included my email and phone and address and shortly after got a call from porch.com with a very slimy salesperson like demeanor. I had no idea who I was talking to since I hadnt contacted that company. He assured me that someone would contact me. Well I got a call from someone over an hour away then I got texts from that person and another company and that was enough to make me feel uneasy. I texted them both and cancelled my inquiry. One of them persisted almost begging me to give them a try. Then today someone from ANOTHER company just showed up without an appointment asking if I wanted an estimate. All *********?! I now know that I stupidly gave all of my personal info to a referral site that contractors subscribe to and I cannot find out how to remove myself from it.

  

  Business response

  03/15/2024

  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 possible.
  
  In order to continue, can you please help to provide the phone number and email address you used to submit this project through us?
  
  We will try to reach out through the BBB platform. Our usual turnaround time for claims is 2-5 business days. Please feel free to reach out by replying to this email.
  
  Best regards, 
  Trust & Quality Team
  
  

  Customer response

  03/19/2024

   
  Complaint: 21432724
  
  I am rejecting this response because: I am unwilling to put my email and phone number on a public website.  I have given the relevant information and have since changed my contact information on the file and account that was made for me with your company without my knowledge.  Your contact and enrollment process are fraudulent and misleading and you dont need my personal information to rectify this issue nor would I trust your company with it.  
  
  Sincerely,
  
  ***********************

  

  Business response

  03/21/2024

  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 we were not able to find any records on our system.
  
  Porchs Outcome:
  Based on our continuing efforts we were able to confirm we do not have any account or project under the name, phone number or email address provided.
  
  
   - Next steps, we would still love to help and if you think you might have used a different email address or phone number, please give us a call or SMS at your earliest convenience at our phone number **************, or email us at ********************************** so that we can properly follow up with you.
  
  
  Thank you again for your patience and bringing this to our attention.
  
  Best regards, 
  Trust & Quality Team
  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  my name is ******* and my company name is **** handyman services the past feb 19 i did sign in whit porch and ********************* told me he is the account manager for my account and if i had some issue he personally will take care of it he help me to take of the jobs that don't are to goods and we take of mainly windows because this are one of the expensive leads and we accord to start whit the new plan and this include call for porch references and this are free .. well i did pay ******for the year and ***** to complete ****** for buy leads and till now i jus receive trash leads and the first 2 was window instalation i really regret to trust **** and the only concern i have now is take my money back please cancel my account an put my money back you are no a trusted company and I do regret doing business whit you

  

  Business response

  03/11/2024

  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 signed up on February 19th to our Porch Connect annual membership program and a monthly subscription that provides verified leads.

  -The verified leads include connecting homeowner to you directly via a phone call, which we have done. We have sent you 8 verified phone leads so far. Howevever keep in mind that we did inform you that if you did not answer these calls you would received the details on your Porch platform for you to contact the homeowners.

  -In regards to the leads received, we understand that as a contractor you want all leads to tun into jobs, and it can be frustrating if this does not happend. However we do have a fair lead credit policy to help you get points back for leads. You can review our credit policy here: *****************************************************.

  -In regards to the credit you have requested, we have received a total of 6 credit request and all have been credited to you. The last credit issued to you was 3/11 for the lead of *************************, this was issued as a one time courtesy credit as it did not qualify per our lead credit policy, hoever we want to work with you so you can be successful on our platform.

  -Lastly to address your request of cancellation, we show that one of our Customer Success Managers is already handling this request and called you on 3/7 but received no response. Our Customer Success Manager will reach back out to you to further review this request, due to our policys in regards to account security and cancellations of accounts. 

  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 a this time, 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.
  

   

   

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint is against Porch.com regarding services provided and the subsequent lack of response and support. Our company signed up with Porch.com in Dec **** with the expectation of receiving viable leads for our contracting services. Upon signing up, we received two leads from Porch.com. Regrettably, both instances resulted in wasted time and resources due to circumstances beyond our control. The first lead we received had already hired a contractor before we had the opportunity to make contact. Similarly, the second lead we received was equally fruitless. Despite the wife's initial request for our services, when we arrived at the home for an inspection, the husband was aggressive and threatening towards our inspector. It was made abundantly clear that our services were not needed or wanted in that particular situation. Following these disappointing experiences, we submitted credit requests through the Porch dashboard for both leads. However, despite our efforts, we did not receive any acknowledgment or response from Porch.com. In an attempt to address this issue, I personally contacted Porch.com customer service on 2/9/24, to follow up on the status of our credit requests. To my dismay, I was informed that Porch.com claimed to have not received any credit request for either lead. After correcting their oversight and providing the necessary information, they suddenly found the credit requests and informed me they sent an email on 1/11/24, stating that they were unable to reach the customer and therefore did not qualify for credit. Upon reviewing my inbox, I found no such email from Porch.com regarding the lead request. Instead, I discovered two unrelated emails on the same date urging me to purchase additional leads, which raises concerns about Porch.com's priorities and communication practices. We feel frustrated and misled by the promises of quality leads and assistance that Porch.com purportedly offers to its clients.

  

  Business response

  02/16/2024

  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 signed up to a Free Porch profile on 11/27/2023 and are not and have not been enrolled in any subscription.
  -You purchased your first lead of ************************* on 12/28/2023. There was no credit request submitted through the Porch platform nor was there any email requesting for credit of this lead.
  -The second lead purchase is that of *******************, purchased on 1/5/2024. This lead was credited back to your Porch account on 2/9/2024.
  The credit request was submitted on the Porch platform, and we emailed you at the following email address which you had listed on your account at that time; ********************************* We do show records of the email address being updated on your account on 2/9/2024.
  
  -In regard to the emails received about purchasing leads, these are sent automatically based n the services and service area selected on your account as soon as there is a lead available to purchase.
  -You have received a total of 341 available lead notifications that you have had the option to purchase in the last 90 days.
  Porchs Outcome:
  - While we respect your request, we found no wrongdoing 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.
  
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Porch is a total scam company. One of the absolute worse lead generation websites I have ever come across. Literally all they provide is fake leads, leads who have no idea why youre calling them about a project, fake numbers that dont exist, and the list goes on and on. Absolutely terrible company that scams you out of money. I am an up and coming business and I try any of the lead generation companies for a shot. Every single time I have ever dealt with their leads, theyve been BS leads, fake or just confused why you called them when they have not requested any work to be done. Save yourself the trouble and go with Thumbtack, **** or literally any other site besides this trash, scam scum company!!!

  

  Business response

  01/30/2024

  Hello ******,

  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:

  -There is only 1 lead purchased within the last 30 days byt the name of ***************************. It was just purchased yesterday 1/29/2024 and there has been no credit request submitted for this lead.

  -There is 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 and there is no balance on the account.  Additionally, we have made no invalid charges to your credit card, as you have a paygo account and you are the one who decides which lead to purchase. We recommend you submit any credit request throught the Porch platform so we can review any lead you consider invalid, please reference our lead credit policy:*****************************************************.

  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

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  porch send me four fake leads within the past two weeks, that is no right and they giving me a hard time to get my money back, stay away from porch , scammers, im currently calling every hour now their number not going through

  

  Business response

  01/12/2024

  Hello *******, 

  We appreciate you taking 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 with 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 requested four lead credits for the following homeowners with their respective cost:

  ***************************-$48
  *************************-$33
  *********************** -50
  *****************************-$50

  -We have issued 3/4 credits, which you can view on your Finances page on the Porch Platform at the following link:****************************************************

  -The only lead not credited is the lead of *************************. On your feedback for this lead you stated the following:phone number disconnected, not working , no one answering going straight to voice mail, and they rejecting call, howeber  we investigated this request and called the homeowner and confirmed they do have a working phone number and this would not apply for credit based on our Lead Credit Policy, which you can find here: *****************************************************

   

  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.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I requested estimates from 2 specific contractors. This company called me and INSISTED I had requested an estimate from them. They just flat-out lied. Then they did send a contractor out, from a totally different company, who turned out to not even provide the service I requested.

  

  Business response

  12/29/2023

  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 were able to learn that we received the lead for your project from a 3rd party service and it was not requested directly from our platform or submitted to us at Porch.com. 
  
  - Whenever you submitted your information online we are one of the companies that received it and then one of our agents offered to connect you with local options of independent providers that are right for your project. In this case, we were able to connect you with *****************.
  
  Once connected with a Pro, the homeowner and the professional will discuss any project details, pricing, and scheduling directly. 
  
  - Upon our investigation, we noticed there were two possibilities discussed during the phone call conversation. One option was to repair the windows, while the other was to replace them due to their age and potential need for replacement. Before transferring you, the Pro informed the agent that he could only perform window replacements, not repairs. The agent conveyed to the Pro that, based on the prior conversation with you, you might be open to get a replacement, since you were aware that it could be necessary.
  
  Therefore, the agent connected you with this professional for him to provide you a quote and discuss the available options he could offer. This way you could get more options and quotes to evaluate for your project.
  
  - We are sorry for the misunderstanding and the bad experience you had with this situation. Your complaint has been reviewed extensively and we actively investigated with all parties involved to provide the proper feedback. We thank you for your feedback and for bringing this to our attention. We are striving to provide a better experience than this. 
  
  Porchs Outcome:
  Based on our continuing efforts we were able to confirm we have canceled your project request with us, and no provider from our network will be able to contact you further. 
  
   - Finally, please be informed that you have been unsubscribed from email communication, and you have also been placed on our "Do Not Call List", so you wont receive any further communication including phone calls from us or any provider we could have found as an option for your project request. 
  
  Thank you again for your patience.
  
  Best regards, 
  Trust & Quality Team
  

*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. ↩