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:04/21/2025

  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.

  Gave Porch Outfitters a deposit to add on an extended Lanai and was not informed till after the deposit was given that we would need to pay 800 to get a survey of the property. Was told by Porch Outfitters to try and get one from our Builder for free but was unable to. Have not gotten any work done by them and would like my money back!

  Business Response

  Date: 04/21/2025

  Multiple email and phone requests were made to the homeowners with regards to obtaining their as-built survey from May 2024-February 2025. Our contract, as they provided in their complaint, shows that the homeowner is responsible for obtaining all surveys. Our office spent time trying to help the homeowners in obtaining their survey from the town of Hardeeville, including making calls on their behalf. The instructions on how to obtain the survey were emailed to the homeowner with no response. Months of emails and phone calls were ignored by the homeowner. The homeowner finally responded on March 3, 2025 to indicate that they changed their mind and said that they had already messaged us to cancel the project. No receipt of this communication could be found. The homeowner was then told that due to design drawing and the excessive administration costs in attempting to contact them that they would not be receiving their deposit back. Per our contract back page, "Architectural Design and Administrative Expense Clause: Buyer(s) acknowledge that Porch Outfitters shall incur architectural design and administration expenses on behalf of customer. If buyer cancels this agreement following the 3 day rescission period and prior to materials ordered, buyer shall be responsible for said expenses. Buyer(s) shall pay to contractor 15% of the total contract price, up to a maximum of $1,500.00." Porch Outfitters is within the contract terms in retaining the deposit for the design and administrative expenses incurred.

• Initial Complaint

  Date:02/18/2025

  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 OutfittersLLC, ********** ** removed three windows, a door and installed a glass sliding door. The entire project cost me $20,000. Problem: the lock on the door has never worked. Porch Outfitters has failed to correct this problem and has now resorted to gaslighting and ghosting me. What a shameful way to operate a business!

  Business Response

  Date: 02/24/2025

  In mid-October 2024, Mrs. ***** ***** contacted us with a service request to fix a recently installed door that would not lock. The call was acknowledged, and a field supervisor was sent to assess the issue. Upon inspection, the supervisor determined that the door handle needed to be replaced. Due to a change in personnel, Mrs. ***** reached out again, and a different technician was dispatched who also concluded that the problem was with the handle.   To ensure her satisfaction, we sent our field manager, Luis, to examine the door as well and he confirmed that the issue was indeed the door handle. 

  While researching the purchase order to replace the handle our **** ****, informed Mrs. ***** we were waiting for an answer from the door manufacturer- PGT.  Mrs. ***** took it upon herself to contact PGT who misinformed her who our supplier was.  They erroneously directed her to *** (Builder’s First Source)   Mrs. ***** then contacted *** who sent someone out to adjust it without coordinating with us.  When I reached to update Mrs. ***** she said *** was took care of it because we "didn't care" and she didn't want us to come back.  I told her that wasn't true and that we suspected the handle needed to be replaced and that we would always take care of her.

  A week and a half later, Mrs. ***** called back to say it stopped working again because of our "original bad installation".  We ordered a brand new handle and lockset, but could not get an ETA for the parts which made Mrs. ***** upset again and now insisted that *** be involved.  

  On 2/21/2025 our supervisor along with a rep from *** delivered and swapped out the door handle and lock.  It was concluded by all that the damaged lock was a result of the customer closing the door in the locked position.  The problem that Mrs. ***** experienced was not an installation issue or bad service, it was damage caused by her.  We all informed Mrs. ***** on how to properly close and lock her door without damaging it.  

  If Mrs. ***** had let us replace the handler and lock like we wanted to the problem that she created would have been solved months ago.  We feel this is hardly an issue to contact the BBB about. 

  Thank you,

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

  Office Manager

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

   

   

• Initial Complaint

  Date:09/18/2024

  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.

  Sliding glass door out of whack, leaking during storms, siding coming off all around structure, cracks around window near sliding glass door, cracks going up the wall water coming into the room along window wall, cracks in walls around room ********** outside lights work (this may be one of Porch Outfitters subcontractors?)Several years ago termites came up between where room comes together with original house.(Terminix got rid of termites). Question about the area where room comes together with original house. I called Porch Outfitters in February of this year (2024) someone called last month (September, of this year. They would send someone out to check siding, no one got back to me.

  Customer Answer

  Date: 09/18/2024

  I left out the fact that there is a natural gas fireplace on the far wall of the addition in question, there is a gas line under ground leading to the main box on the right side of the original house.  
  

  If this is a structural problem, could it in some way effect that gas line.

  Business Response

  Date: 09/25/2024

  Good afternoon Mrs. ******,
  
  
  You requested a billable service from Porch Outfitters. We regret to inform you, but at this time we are not accepting contracts for repair services. 
  
  
  We appreciate your understanding.
  
  
  Thank you,
  ****

  This email was sent to the customer on September 18, 2024. Our production schedule is too backed up to take on any additional non-warranty service work. We regret that we can not accommodate her request at this time, but any qualified general contractor can assist her with this work.

• Initial Complaint

  Date:09/12/2024

  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.

  As Hurricane ***** produced driving rains it was determined that there was a small leak on one of the vinyl windows. I reached out Porch Outfitters several times and they said they would put me on the list to have someone check it out. I never received a call back or someone come by to check on the issue. After another rain it was noticed that water was coming in by the glass door. Again I reached out to them by phone and email. I was contacted by ****** ****, the office manager , who "apologized" and stated that they had been very busy and someone would be out by the end of the week and I would be called before they came. I never received a call or had anyone stop by. I sent a follow-up email and to ****** and still have not heard back from her. All I want is to have them stand behind their warranty and correct the issues I have.

  Business Response

  Date: 09/26/2024

  We have emailed the customer regarding their complaint and have explained that what she is experiencing during severe storms is normal. Vinyl screen rooms are subject to weather intrusion during severe storms. Every customer that has vinyl screen windows installed is given an information leaflet that explains this to them. The information leaflet is attached. These are the emails that we sent to the customer:

  Sep 12, 2024 at 2:03 PM:

  Hello ********
  ***** is no longer employed at Porch Outfitters, but I am here to help you!
  Besides the staffing change our server and phone system were down while ***** was in town! I think we can call that a perfect storm! The good news is that our server has been replaced and ******* is working on installing the new business phone system.
  I understand that you reported leaks in your screen room and unfortunately I was not able to get back to you sooner. What you have experienced during the severe storm was normal and is not a warranty item. You have been added to our courtesy list to stop by the next time we are in your neighborhood to see if there is anything we can do. If you insist we come, we will have to bill you for a service call at $250.00. If you don't recall how a screen room with vinyl film performs I will refer you to your terms and conditions paragraph on the backside of your contract: Water leaks.
  Please let me know if I can be of further assistance.

  ***** *******
  Porch Outfitters
  Customer Service Representative

  Her response Sep 12, 2024, 4:28 PM:

  To say I’m disappointed in your response is an understatement! All you are is giving me excuse after excuse. If you actually read my emails you would see that I actually spoke with someone at Porch Outfitters on several occasions so your excuse of phone lines being down is total BS. On the two occasions that I spoke with someone I was told someone would come out and see what was going on. Not one person from Porch Outfitters came by or called regarding setting a time up. As I had told the 2 people I previously spoke to the leak on the vinyl was a pin hole leak that was by the center strip. The other leak was by the metal strip by the door. These are both instances that could only be noticed depending on the pitch of the rain. Regardless of whether or not this falls under warranty shouldn’t matter. The fact that you did not stand by your statements that you would come look at it is what’s the issue. Good customer service is what I expected but never got. I have already filed a complaint with the Better Business Bureau regarding the lack of responsiveness and follow-up after seeing online reviews that mimicked your email response. You have a chance to reverse this and provide good customer service. If I do not get a satisfactory response I will let my complaint stand with the BBB. I will also tell my fellow neighbors not to use you. There is an old adage in marketing that states “Do something good and a few people will hear about it. Do something bad and everyone will hear about it. The ball is now in your court. Do the right thing!
  
  ******* ********

  Our last response Sep 13, 2024, 4:48?PM: 

  Hi ********
  Unfortunately the rep you spoke with does not work here any longer and it sounds like they gave the wrong information.  I would certainly never lie to you about anything so I ask that you refrain from using that language and to please be respectful. 
  Like I previously stated, I am here to help you.  From what you described, it is not covered under our warranty or the manufacturer's warranty.  We do not dispatch a service rep to assess leaks in screen rooms unless you want to pay for the trip charge.   We offer a courtesy assessment and touch up (if applicable)  at no charge the next time we are working near your home, which is very often.  
  Nobody likes bad service or being bullied so I suggest we start fresh and you let me know if you prefer us to make the special billable service call for $250.00 or wait for a free courtesy assessment.
  Remember screen rooms can always be expected to leak, especially during severe storms.  
  Have a great day!

  ***** *******
  Porch Outfitters
  Customer Service Representative

  Customer Answer

  Date: 09/30/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: I never received a copy of the document in question and no one from your business came by as I was told for a courtesy check. Your truck was on my street multiple times and looked at my house each time seeing me there and drove on by. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 10/09/2024

  Although Mrs. ******** claims that she does not have our screen rooms with vinyl windows information leaflet, we do provide information on the back of every contract that discusses the same information, and our contract was signed by Mrs. ********. "Sunrooms, vinyl & acrylic enclosures are water resistant, but not necessarily water proof especially during extreme weather conditions." According to our records, Mrs. ******** began complaining about leaks immediately after Tropical Storm *****. A tropical storm would be considered an extreme weather condition. 

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Outfitters will not honor their warranty.
  
  On 15 Aug 2024 I submitted a claim to Porch Outfitters for a sagging roof panel on a screen room which they installed in May 2016. I was informed that the problem would not be covered under warranty because it was an "Installation Issue".
  
  The warranty I was provided at the time of installation and their current web site states "Lifetime workmanship warranty".
  
  How does their warranty not cover a problem as an "installation issue" resulting from their workmanship in installing the product. The dictionary defines "Workmanship" as "the degree of skill with which a product is made or a job done".
  
  I want my screen room roof repaired under their warranty.

  Business Response

  Date: 09/26/2024

  I spoke with the customer, *** *****, on 9/25/2024 with regards to his request for warranty service. I explained to him that given the nature of how the product is assembled, that it would be impossible for the panels to just separate and would require force for it to happen. I explained that if someone had stepped on his roof at the seam of two panels it could cause the separation. He mentioned that he'd had his house roof worked on but wasn't sure if they had stepped on the screen room roof. I explained that this was not an installation error but rather a potential material defect and he could contact the supplier of the panels to see if they would honor a material warranty. He said that he had tried to contact the supplier, **** * *******, but had not received a response. I offered to reach out to our representative to see if I could get them to contact him.

  Customer Answer

  Date: 09/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  *** *****

  
  

  
  

  
  

   

• Initial Complaint

  Date:10/24/2023

  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.

  We have a lot of issues with our project and they have ghosted us and won't respond to any of the issues. We spend in excess of $55K on our project. Most of the pavers are defective, our gas firepit does not work, scuff marks on the frame of our porch, and kitchen stone that needs to be fixed.

  Business Response

  Date: 10/27/2023

   

  Not that this is an excuse, but our customer service rep that was handling their account is no longer employed here (after an abrupt departure).   This customer got caught in the middle of the transition and management was not made aware of thier concerns as fast as we normally would.   Our company has multiple layers to avoid situations like this.  1st:  The contract representitive / project designer is always available and we encourage commincation with them especially if there are concerns (that never happened).  2nd:  Clients get the mobile phone number of one of the business owners and are encouraged to call or text for anything (many calls and texts were previously exchanged with this client and the owner, but none concerning the most recent concerns.)  3rd:  Our storefront location is approximatly 1 mile away from their home and is staffed 6 days a week, clients are always welcome and encouraged to stop by our showroom anytime for any reason.  

  Their project is not complete yet and when it is, it will be exquisite just like the other thousands of projects in their neighborrhood.

  For the past few days, our calls and VM messages have not been answered or called back.  They have only responded with emails and agreed to meet next week.  There is no doubt that whatever issues they have will be resolved.