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: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. 

  
  

• Initial Complaint

  Date:10/18/2023

  Type:Order 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.

  In October 2023 Porch.com representatives cold-called our office and tried to get ** signed up to their services. We politely and clearly told them we were not interested. They continued to ****** our office staff with calls even after we asked them to stop calling us. Then they obtained our email address (found it online I guess) and signed us up for their leads emails without our permission. This resulted in us getting multiple emails per day trying to sell their "leads".

  

  Business Response

  Date: 10/30/2023

  Hi *******,

  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 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 Porch account was created by the user 9/4/2019 and the user last logged in to the ********************** account on 10/06/2023.

  -Porch does not create accounts on their own as we need access to the company's email to login, which we would not have as the email used pertains to the company in question.

  Porchs Outcome:

  
  
  Our platform receives information that is public in the network and in occasions such information is fed by different marketing companies. Our intent is to provide easy access to our homeowners that are looking to get projects done around the house. Nonetheless, we respect your decision to have your Porch profile removed/ deleted from our platform. Please be informed that this request has been fulfilled. The deactivation takes effect immediately, however search engines such as ****** may still index or reference to an image of your account in Porch, this will be the case until their algorithm refreshes which will take approximately 2 weeks for the search engine completely remove any reference of your company. This does not mean that people will be able to access your company profile, it will only appear in the search list.
  
  We thank you for your patience towards getting this resolved.
  
  Great day,
  Porch Support Team.

  Customer Answer

  Date: 11/06/2023

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

• Initial Complaint

  Date:10/07/2023

  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.

  EXTREMELY UNPROFESSIONAL.I made an appointment for gutter cleaning for 9/1/23 I took off a half day of work to come home and meet the worker, but they never showed. At about 3p (an hour after the appointment time) I called Porch and left a message. They called me back to tell me the worker couldn't show up. He offered to reschedule and I gave some available times and I was told I would get a call back. Never got a call back but I got this message 2 days later:"Hello ****, this is ****** with Porch. We're reaching out to see if the provider was able to make it to your appointment on September 1st. If not, would you like to reschedule the appointment? Please let us know what dates and time you're available by replying to this message. Thank you for considering Porch.****** **************"I explained how I took off work and was inconvenienced. I then received this message:"Hello *************************, This is Bego project coordinator from Porch ******** Services. Im reaching out regarding your project. Unfortunately, we have a provider that did not show up. We do apologize for this inconvenience, and we will take action. We need to be on time and we do not tolerate this unprofessional action, I apologize for any inconvenience this may cause you. We would be available to get this done for you. Let us know the day that works for you, please provide 3 dates that you would be available after September 6, and let us know if you prefer the morning or afternoon. I would be happy to help you reschedule. Please call us at ************** or reply to this message. Thank you for choosing Porch."I replied with some times and then on 9/6 got this confirmation of another appointment:"Your gutter cleaning appointment has been rescheduled Your appointment details Date:Friday, Sep. 8, 2023 Time:3:00pm PDT"Then LATER THE SAME DAY I received this message:"Your gutter cleaning service is canceled."I replied asking for an explanation and never heard back.

  

  Business Response

  Date: 10/09/2023

  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
  Porch.com
  

  
  

  

  Business Response

  Date: 10/11/2023

  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 after the scheduled provider didnt show up to your appointment the project coordinators called him to get a proper follow-up. They also called all the providers we have under your area to offer the job several times but unfortunately no one was able to claim the job since the height of your property exceeded the height limit we have which is 20 ft. We apologize for the misunderstanding and miscommunication regarding this. We understand you had to take the day off to make time to receive the pro for the appointment, and we deeply apologize for this and understand the frustration caused for all the inconveniences and delays in our responses. 
  
  We thank you for your feedback and for bringing this to our attention. We are striving to provide a better experience than this. Feedback like this is fuel to our fire to strive for something better than what we have built so far. At the moment, were working extensively to improve our customer experience and help our customers with the best value. 
  
  Porchs Outcome:
  Based on our continuing efforts for improvement, we have taken this feedback into consideration and have coached all agents to keep improving our customer service experience to all customers. As well, we have reported the pro to the manager in charge so that they can give him the appropriate feedback about how to handle rescheduling and the need of communicating with anticipation if they find any limitations to fulfill the job. We thank you again for letting us know so that we can keep taking the proper steps to improve and make all customers feel validated and welcomed when reaching out to us for assistance. We take complaints seriously and we want to avoid our customers having issues with the projects requested.
  
  - Finally, we are aware one of our project coordinators already reached out to you and offered you a discount in your next service for all the inconveniences caused and delays. You can reach out and let us know this was offered to you as a compensation so that the representatives can escalate the request accordingly and the discount can be applied.
  
  - Next steps, if you need help with any other service, please give us a call at your earliest convenience at our phone number **************, or reply to us via email/SMS. Our handymen are background checked and verified, and we know you will be satisfied with the service. 
  
  We do apologize since this took us longer time to review than usual.
  
  Best regards, 
  Trust & Quality Team
  
  

• Initial Complaint

  Date:09/17/2023

  Type:Billing 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 have requested porch.com multiple times to close my account without receiving a response from them.

  

  Business Response

  Date: 09/18/2023

  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
  Porch.com
  

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20616555
  
  I am rejecting this response because: Im awaiting on my the business response since they said it takes a couple of days.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/20/2023

  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 ***************** 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 one of our teams tried to contact you last week but we have reported this to them and asked them to cease all communication with you. 
  
  - We are sorry for the bad experience you had with this situation. Your complaint has been reviewed extensively and we sincerely apologize for this and understand the frustration caused. We thank you for your feedback and for bringing this to our attention. We are striving to provide a better experience than this. Feedback like this is fuel to our fire to strive for something better than what we have built so far.
  
  Porchs Outcome:
  Based on our continuing efforts we were able to confirm you should stop receiving communication from us.
  
   - Finally, please be informed that you have been unsubscribed from our email communication, and placed on our "Do Not Call List", so you wont receive any further communication including phone calls from us.
  
  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
  Porch.com
  

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20616555
  
  I am rejecting this response because: porch DID NOT DO what I asked them. I asked for my account to be CLOSED, not to just not receive communications from them.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/27/2023

  Hello *******************************,
  
  We are sorry that you had to wait for our response, we have escalated your request to the corresponding team so they can continue assisting you with this. 
  
  On the other hand, youre still unsubscribed from our email communication, and you are still placed on our "Do Not Call List", so you wont receive any further communication.
  
  Thank you for your patience and we apologize again for this situation! We truly appreciate your for your feedback.
  
  Best regards, 
  Trust & Quality Team
  Porch.com
  

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20616555
  
  I am rejecting this response because: I am still waiting their reposes to my issue. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/29/2023

  Hello *******************************,
  
  We received an update regarding your request and were informed that it is closed now and this was taken care of. ******* from the corresponding team will reach out to you to clarify any doubts you may have.
  
  Thank you for your patience again.
  
  Best regards, 
  Trust & Quality Team
  Porch.com
  
  

  Customer Answer

  Date: 10/02/2023

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

• Initial Complaint

  Date:09/05/2023

  Type:Billing 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.

  On behalf of **********************., dba My Handyman of ************, Saline, and *******, I entered an agreement with Porch.com on 3/3/2023 to provide exclusive leads in the service area of Washtenaw and Southern Livingston County. A credit card was provided to Porch.com to auto bill when the account balance needed to be replenished. Our company tried, in good faith, the Porch.com program and found it did not return the results we hoped for. On Friday, September 1, 2023, I contacted Porch.com by phone to cancel my account and request they no longer send our company leads and no longer charge our credit card. Shortly after the call, I received an email stating I would have to speak to a Customer Support Specialist before they would close my account and I would continue to receive and would be charged for leads until I did so. I have repeatedly tried to contact Porch.com to no avail. The purpose of this complaint is to get Porch.com to stop ignoring my attempts to communicate my wishes. Reading through some of the online BBB complaints, this is a common practice of Porch.com, so they can continue to charge their clients.

  

  Business Response

  Date: 09/18/2023

  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:

  -The last time your card was charged as part of a subscription for Porch was 8/3/2023

  -There were no charges on your next billing date of 9/3/2023 and your subscription was cancelled as you requested.

   

  Porchs Outcome:
  - While we respect your request, we found no wrong doing on our side to consider "we have failed you". Additionally, we have made no invalid charges to your credit card.

  Customer Answer

  Date: 09/18/2023

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

  Customer Answer

  Date: 09/19/2023

  Porch.com did finally allow me to cancel the service, but they make it very difficult and are very deceptive in their practices.  I entered an agreement with them in good faith and let them know I would try their service for six months.  After evaluating at the six month ***** I determined it was a complete failure and started the cancellation process.  It took filing a BBB complaint to complete the cancellation process.