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:06/20/2024

  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.

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

  

  Business Response

  Date: 06/24/2024

  *****,

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

  Customer Answer

  Date: 06/25/2024

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

  

  Business Response

  Date: 06/27/2024

  *****,

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

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

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

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

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

  -Your monthly recurring plan had already been cancelled.

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

   

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

   

   

   

  Customer Answer

  Date: 06/30/2024

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

  

  Business Response

  Date: 07/01/2024

  *****,

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

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

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

   

   

   

   

  Customer Answer

  Date: 07/05/2024

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

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

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

  

  Business Response

  Date: 07/12/2024

  Hi *****,

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

  Customer Answer

  Date: 07/18/2024

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

  

  Business Response

  Date: 07/26/2024

  *****,

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

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

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

   

• Initial Complaint

  Date:06/14/2024

  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.

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

  

  Business Response

  Date: 06/17/2024

  ****,

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

  Porchs Outcome:

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

  Customer Answer

  Date: 07/09/2024

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

  
  

• Initial Complaint

  Date:06/06/2024

  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.

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

  

  Business Response

  Date: 06/10/2024

  ******,

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

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

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

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

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

   

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

• Initial Complaint

  Date:06/04/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:04/18/2024

  Type:Product 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.

  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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:04/11/2024

  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.

  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

  Date: 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 Answer

  Date: 04/15/2024

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

• 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.