Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:02/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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
  

• Initial Complaint

  Date:12/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for Porch.com 2 years ago. I added $500 to our profile account to purchase leads. Not 1 Credible lead has come from them. One lead had no idea he was even being sent to me as he requested no Services from anyone including Porch. Porch send innocent victims info to Contractors, charge us a fee and then fight to credit you back when the lead was fake. *** asked for my Money back 26 times. There was no place in the onboarding that said the lead money was not refundable. Theft by deception here in ****. Stealing others info and sending it to people also another Criminal act in the ************* called Identity Theft. All Contractors Beware and stay far away from Porch.com. Thanks, ******* ******** Services.

  

  Business Response

  Date: 12/19/2023

  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 confirmed you received 4 leads On July 2023, and you requested credit for 3 leads. We granted you all credits requested for bad leads. 
  - All remaining balance is still available for you to use.
  
  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.

   

  Customer Answer

  Date: 12/27/2023

  This is unacceptable, many other complaints on here reflect the same activity with many other Contractors other than ourselves. It is called a Ponzi scam.

• Initial Complaint

  Date:11/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PURCHASED A "LEAD" FOR AN ELECTRICAL JOB FOR $22.00. CUSTOMER HAS HAD EIGHT DAYS SINCE LEAD TO REACH OUT AND IS NOT RESPONDING. PORCH.COM CONTRACT READS IF A CUSTOMER HAS NOT CONTACTED CONTRACTOR AND THE LEAD WAS "NOT WON", MONEY BACK GUARANTEE. I HAVE FOLLOWED THE CORRECT AMOUNT OF CONNECTS TO THE CUSTOMER WITH EMAIL, PHONE CALLS WITH MESSAGES AND TEXT MESSAGES WITH THE WED SITE. WHEN REQUESTING A CREDIT BACK FOR $22.00, I WAS NOTIFIED THIS WAS "NOT QUALIFIED FOR A CREDIT". JOB LEAD IS PIN: ****** ($22.00). THE OTHER JOB I CAN'T SEEM TO GET A CREDIT FOR HAS BEEN IN REVIEW FOR OVER TWO YEARS. SAYS ITS "UNDER REVIEW". JOB LEAD PIN: ****** ($15.50).

  

  Business Response

  Date: 11/22/2023

  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:

  -The lead of *********************************** for the cost of $22 was credited to you on 11/13/2023 as a courtesy credit, you spoke to one of our representatives, who explained you need to make two calls and send two written messages within the first 72hrs of receiving the lead. Please see attached screenshot showing how the second call was made 7 days after receiving the lead. This was the reason the system informed you it was not eligible for credit. 
  
  -For the lead credit of ***********************, we sent you an email asking for additional proof to support your claim on 9/13/2021 and you did not provide any additional proof to further review this claim. Keep in mind you only have 30 days from the day the lead is sent to make any claim and to request credit. Since no other information was sent, we were not able to further review this claim.

  Porchs Outcome:
  - While we respect your request, we found no wrongdoing on our side to consider "we have failed you". However, to maintain a positive business relationship we have added the points as a courtesy to your Porch account corresponding to the lead of ***** for the cost of $15.50 for you to use to buy more leads. 

  Please ensure you review what qualifies for a credit and any requirement needed to receive credits on your Porch account by checking our lead credit policy **********************************************************;

• Initial Complaint

  Date:10/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We requested our Porch Pro subscription be cancelled back in March. We thought they did and they even sent us an email about us requesting the cancellation. They are currently refusing to refund us ~$360 for a subscription that we tried to cancel back in March. The deadline to cancel was October 12, but we did not receive any communications about a renewal because we thought we had already cancelled it back in March.

  

  Business Response

  Date: 10/30/2023

  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 Vetted Membership is an annual membership, and it could not be cancelled prior to the year ending as you had paid for it in advance. You initiated the Vetted Membership 10/11/2022.

  -You made an agreement, which we attach the screenshot to the email our Customer Sucess Manager sent you on April ******** advising you we were placing a pause or hold on your leads and you membership remained active.

  -You received an email notification about the Vetted Autorenewal on 10/4/2023 and it shows you did click on the email. We have attached the screenshot as well. 

  -You requested to speak to a Supervisor and you will receive a call back to speak about this issue.

   

  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 notified you in a timely manner.  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 Answer

  Date: 10/30/2023

   
  Complaint: 20762639
  
  I am rejecting this response because: I truly do not care what you have to say. Any other company would refund (at the very least a prorated amount) for an annual subscription that was only a few days late to cancel an auto-renewal. You are making this unnecessarily difficult. You claim to be doing the right thing, but in reality you are not customer-oriented at all. We do not want your services for another whole year, yet you are forcing us to do so. We do not want to ever receive another communication from your company, yet you are forcing us to do so. The leads you are sending us currently still are not in the correct area, so you are wasting our time, money, and energy. It would be much easier for you to refund us our money immediately, but instead you want to draw this out. So be it. I will call and bother you every single day for the next year until I receive a refund. 

   

  Absolutely disgusting.
  
  Sincerely,
  
  ************

  Customer Answer

  Date: 10/31/2023

  It is clear that Porch will do whatever it takes to not give out a refund. The leads I receive currently are not even in the right location still. So, not only are they refusing to refund me, but they are also wasting my time, money, and energy. They claim to be trying to do the right thing, but they are just blowing smoke. We were a few days late to cancelling an auto renewal on something that we thought was already canceled. Porch intends to force us to deal with them for another year when we have made it clear that we want nothing to do with this terrible joke of an ****'s ***************. Porch would rather deal with an unsatisfied customer for an entire year versus providing a refund. So be it. I will call Porch every day for the next year until I receive my refund. Absolutely disgusting. 

  Customer Answer

  Date: 11/01/2023

  **************************************************

  

  Business Response

  Date: 11/06/2023

  Hi *****, 
  
  Thanks for taking the time to send this. We have reviewed your request and show this was resolved via a phone call on November 3rd 2023 with one of our supervisors. There was also an email sent to you with a summary of what was discussed and mentioned on that call. The below details are a copy of that email.

  After reviewing your account, the following findings were made for each of your inquiries and concerns: 

   You mentioned to have cancelled your Vetted Membership along with your Porch Subscription in March 2023

  After reviewing the account, I was able to confirm that the request placed in March was only for the Porch subscription.

  
  You were able to get to an agreement with our Customer Success Manager to not cancel your Porch subscription and instead pause your account from 4/4/23-10/4/23.

  
  An E-Mail of this conversation and agreement was sent on 4/4/23 to your E-MAil address on file (***********************)

  
  You requested to cancel your subscription and get your Vetted Membership renewal charge refunded

  
  Your Porch subscription was cancelled effective 10/20/23 and an E-Mail was sent this same day confirming the cancellation

  
  You were notified on 10/4/23 that the Vetted Membership would be renewing on 10/11/23 and we were able to confirm within our system that the notification was clicked on
  Our Customer Success Team also sent an SMS reminding you of the renewal charge on 10/10/23

  
  The renewal charge was not disabled on your end by going to your Porch settings, reaching out to our Support Team, or responding to either of the notifications
  When speaking to our Customer Success Manager on 10/23/23, you stated to have received both notifications, but the necessary attention was not given to either of the notifications.

  
  Based on the mentioned above, the refund for the Vetted Membership Renewal charge will not be refunded, as we have a strict no-refund policy. You also mentioned to have submitted a claim with your bank already where I explained that we would be unable to intervene in the refund since your bank is already working on the claim. During our conversation, the Service Area was updated from **** to ************, ** per your request to ensure that you receive the leads for the right service area.