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:08/19/2023

  Type:Sales and Advertising 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 told porch to stop advertising our business name with wrong informations. Porch is defrauding out business by advertising our business with wrong phone number. Porch is stealing customers, porch is doing home improvement projects with our name without our consent. Porch is avoiding paying taxes by using our name to do home improvement projects which he was registered for here in *****. PLEASE INFORM PORCH TO STOP USING OUR NAME IN ANYTHING CONCERNING PORCH OR IT'S AFFILIATED BUSINESSES.

  

  Business Response

  Date: 08/24/2023

  Hi *******,

  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: 08/25/2023

   
  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: 08/25/2023

  Please,  correct  these sentences 

  1 Porch is defrauding our business by advertising  our business  with   wrong  phone number.

  2. Porch is avoiding  paying taxes by using  our name to do  home improvement projects  which he was not registered for here in *****.

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 8/17/23 I contacted porch to inquire about a repair to a door that I needed. I was called not by a needed repair company but by a representative from Porch. I told him that my repair issue was solved and he was polite and hung up. The next day 8/18/23 I received numerous telemarketing calls. I finally answered one and the gentleman on the other end of the call said that Porch sold him my cell phone number. NOT OKAY!

  

  Business Response

  Date: 08/22/2023

  Hello Mr. ****************************************** 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 the  Deck Repair project request you sent to have the outside door fixed was canceled and you should not receive any more emails or notifications. You can confirm this was canceled on the project page here: ***********************************************************************************;
  
  - Just to clarify our services, in situations like yours, whenever your project request goes to our referral network or Porch Pro Network, the system will search and within 2 business days it could connect you with up to only a maximum of 4 local options/referrals of independent professionals. Once connected, they could contact you via phone, text, or email to discuss project details, pricing, and scheduling. 
  
  In this case, since we have canceled your project no provider from our network will be able to contact you further.
  
  - 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, and no one will have access to this project.
   
   - Finally, please be informed that as mentioned we had canceled the project request, 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 and we apologize since this took us a longer time to review than usual.
  
  Best regards, 
  Trust & Quality Team
  Porch.com
  

  Customer Answer

  Date: 08/23/2023

   
  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. If in fact my cell number has not been sold or is still in there system.  Time will tell.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/04/2023

  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.

  Contracted with ************* to install a retractable awning. They set the apointment, but didn't show up to install the awning. They also didn't call to let us know if there was a problem, nor did they answer the phone or return messages.

  

  Business Response

  Date: 08/04/2023

  Hello Mr. *** & ************************,
  
  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
  

• Initial Complaint

  Date:07/21/2023

  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.

  someone posted a fake ad stating it was me and I was looking for a bathroom remodel. Yesterday I received about 10 calls and texts from contractors wanting to bid on the job. NO ONE AT PORCH WILL CONTACT ME TO ADDRESS THIS.

  

  Business Response

  Date: 07/21/2023

  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
  Porch.com
  
  

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20355886
  
  I am rejecting this response because: I see no resolution offered here. Who is the person that filed this fake listing? How am I sure they have removed all of my information so this never happens again? It seems they are simply blowing me off and not taking this seriously.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/02/2023

  Hello Mrs. **************************************** 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 the  Bathroom Remodeling - Partial project request was canceled and you should not receive any more emails or notifications from us. You can confirm this was canceled on the project page here: ******************************************************************************
  
  - 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, and no one will have access to this account unless you decide to create a new one and start using it.
   
   - Finally, please be informed that as mentioned we had canceled the Bathroom Remodeling project request, also,  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 and we apologize since this took us a longer time to review than usual.
  
  Best regards, 
  Trust & Quality Team
  Porch.com
  

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20355886
  
  I am rejecting this response because: I WANT TO KNOW WHO THE INDIVIDUAL WAS THAT POSTED THE FAKE AD AS IF THEY WERE ME. WHY CAN'T I GET THIS INFORMATION. I want to file charges against them for impersonating me.

  Sincerely
  
  ***********************

• Initial Complaint

  Date:07/17/2023

  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.

  I have been in business since ****, Porch takes advantage of hard working contractors, period, check your monthly credit card transactions, Porch will start slipping in charges for leads you did not accept, period.I will never, ever use them again, I will make it a mission to get the word out on all social media platforms how Porch takes advantage of hard working contractors. The BBB is not much better by allowing platforms like Porch, period.

  

  Business Response

  Date: 07/21/2023

  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 subscribed to our platform since August 2021

  -We have not received any cancellation request prior to 7/17/2023. There was no way for us to know that you were no longer performing this work and had not been licensed since January 2022, as there was no previous notification of this. 

  -The subscription you have been subscribed to, send you leads automatically and does an automatic refill of your budget every month. You also subscribed to an annual Vetted membership with automatic renewal. 

  -We currently have a specialized representative ***, assisting you and has been in contact with you in regard to the cancellation of the memberships you had.

  -We have been sending you emails and they have been blocked from your email server's end. You have also received text in regard to the leads being sent and the spent amount from the number ******, and the text do show as delivered to the number listed on file: ************. We have also sent you text about credits you have been issued for leads you received. 

  Porchs Outcome:
  - While we respect your request, we found no wrongdoing on our side to consider "we have failed you". We are still in communication with you directly, one of our representatives *** has been in contact with you as of 7/19th, we requested you to forward the proof you stated you had, and we are still pending of receiving this information to continue with the resolution of your requests.

  We cannot favor your request towards a refund of your balance at this time, due to this; 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:07/14/2023

  Type:Customer Service 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 signed up for porch leads. I was lied to when I purchased. I was told they did a HUGE amount of roofs in ******* in the past week. None of this is true.Their leads proved to be garbage, customer service terrible & I'm demanding a refund.

  

  Business Response

  Date: 07/25/2023

  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 with 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 do not have an active monthly subscription with us.

  -We confirmed your annual Vetted membership autorenewal is cancelled. This membership expires on 12/21/2023

  -We confirmed the balance listed on your account of $242.50 are Porch Welcome Credits issued to you immediately when you signed up on 12/23/2022. You can review your billing history on the following link: *********************************************************; (we have attached the image as well)

  -All credits you have requested, have been granted (see image attached)

  -We have confirmed you do have leads available to purchase and have not purchased leads, just within the last day you have received 5 lead notifications for you to purchase. Please review this on your Dashboard under the section "leads available for purchase", ***************************************************** (we have attached the image as well)

  -- 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.

• Initial Complaint

  Date:06/23/2023

  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.

  This site is a scam. My brother had the same problem, you pay for an ad for jobs to be done, and they send you a referral for a supposed client. When I contact the customer he says he doesn't need no professional and still feels uncomfortable with the fact that I reached out. And then to get the money back is more difficult than going to Mars. Stop applying blows. You and thumbthack seem to be from the same owner, same tactic. I don't want any credit I want my money from return. Two years ago you robbed me in the same way and they never returned it, so this time I won't leave it like that.

  

  Business Response

  Date: 06/28/2023

  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:
  -We have reviewed your Porch account and you are currently signed up under a Free Porch.com profile, where we send you lead notifications via text and email and you decide to buy them or not; it is a Pay-as-you go modality, meaning you have not paid anything to Porch for any ad. 
  -You purchased the lead of *********************** and requested the credit for this lead on our platform under the reason customer is unresponsive and when you spoke to our Porch representative on 6/26/2023 you also informed the representative this was an unresponsive lead. We review the credit request based on the feedback received by you on 6/26 and it did not meet the criteria for credit under our lead credit policy as it shows a connection. You were informed on the call you had with Porch on 6/26 that to get a credit you needed to make 2 calls, 2 messages within the first 72hrs and to not have a connection with the homeowner and we needed to wait 7 days from the purchase date for the system to credit you automatically. 
  -There is no balance listed on your Porch account currently. 
  
  
  Porchs Outcome:
  - While we respect your request, we found no wrongdoing on our side to consider "we have failed you". We cannot favor your request towards a refund of your balance; thus we decline this as an option. We have been honoring the information presented to you prior to your purchase and we have confirmed that we answered your leads credit requests on time. Additionally, we have made no invalid charges to your credit card. In this section, you will find information confirming that we do not complete refunds for purchases:  ************************************************************************************************** &
  ******************************************* . These terms and conditions were accepted by you when creating your Porch account.

• Initial Complaint

  Date:06/06/2023

  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.

  I purchased a lead service. They refuse to give refunds for bad leads(bad phone #'s, email addresses etc). I use 2 other lead services that give no trouble getting a refund. I want a full refund, account deleted & wash My hands of these hucksters.

  

  Business Response

  Date: 06/13/2023

  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:

  -We granted $260 in credits to use to purchase porch leads on 12/23/2022, and that is what you have used to buy leads on our platform. You can review this information by going to your financial center at the following link: *********************************************************;

  -The balance on the account is currently $242.50, which is part of the initial $260 of credits we granted you.

  -You have submitted nine leads for credit this year (2023) and all have been credited back to your Porch account. 

  -You currently do not have any active subscription where Porch would be billing you automatically, you are under a pay as you go program, which means you receive the lead notification, and you decide whether you purchase it or not.

  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, since the balance on the account is credits, ********************** gave you initially; 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.

  -In regard to the deletion of your account, we have sent you an email through your Porch account on how to go about unsubscribing from all Porch communication, if that is what you wish to do, considering the above information provided. 

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20153679
  
  I am rejecting this response because:

  Customer service is ALWAYS terrible.  Not 1 of these leads converted into an appointment(even the ones you kept the $$ on)
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/13/2023

  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.

  Horrible experience! After spending over $777.00 for the Porch service during a six-month period, I did not receive one qualified lead and on two separate occasions I was lied to regarding what to expect from their service.

  

  Business Response

  Date: 05/16/2023

  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 with our policies and procedures, but always maintaining a Whats the right thing to do? mentality.

  
  Porchs Investigation:
  - We could not find any wrongdoing on our side.
  -We confirmed you had two different subscriptions with **, the annual Vetted Membership which you signed up for on 10/10/2022, and the monthly recurring subscription plan that you signed up for on 1/23/2022.
  - We confirmed that before signing up on 1/23/2022, our sales team informed you of the demand based on the last 30 days of service and did not make any remark about this being future demand you would see.
  -You signed up for our Annual Vetted Membership on 10/10/2022, this membership does not give you leads, it is to go through a background check, and it provides you with additional benefits regarding lead credits and accumulating rewards. You can request the cancellation of the membership, but it will stay active for the entire year you have already paid. 
  -Porch *****ed a 'Welcome' credit (free credit of $260) immediately when you signed up for the Vetted Membership. You can confirm this at the following link: *********************************************************;
  -The $777 dollars mentioned you spent with Porch, have not been spent as you did not buy leads from the notifications, we sent you. From this amount $360 was for the Vetted Annual membership, however, we did ***** $260 in credits so you could purchase leads and the remaining $417 was added when you signed up for your monthly subscription.
  -We have confirmed that in the last 90 days, we have sent you thirty lead notifications and there was only one purchased lead. 
  -From the day you signed up for our monthly subscription on 1/23/2022 until the day the subscription was canceled on 2/22/2022, we sent you fifteen lead notifications to which you did not purchase any of those leads. 
  -The leads purchased were from 10/18/2022 to 11/19/2022 and we issued credits on all leads you dimmed invalid.
  -You spoke to one of our customer success managers who recommended we review adding other services to your Porch account to increase the number of leads received as you only have two services listed and it was declined by you on 2/15/2023.
  

  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 for 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: 05/16/2023

   
  Complaint: 20055299
  
  I am rejecting this response because: their records show that on two separate occasions they mislead me to believe that the outcome of their services would be favorable, when in fact their service completely failed to provide any leads whatsoever during the time I was signed up for their service. They lied to me twice!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/25/2023

  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.

  Porch.com went into my bank account, un authorized, and stole $360 from me.When I informed them, they said someone tried to contact me ( a lie ) and that they can not give my money back, but I can use it for credit. This is un acceptable.

  

  Business Response

  Date: 05/04/2023

  *********,

  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.

  *** we currently show there is a supervisor call scheduled for you a pond your request and they will be reaching out to you today.

  Customer Answer

  Date: 05/23/2023

  Thank you, 

  Porch didn't provide the services they told me they would.  I was told a category would be established for my specialty - it was not.  The leads were much more expensive than I was told. Porch.com took my initial $360 dollars and I never used their company. 

   I asked for my money back with no response.

  A year passed, I thought I just lost $360 dollars.

  But then Porch.com went into my account unauthorized, and took $360 more.

  I want the $720 that Porch.com took from me.

  But the BBB wanted me to work it out with Porch.com, so I thought--what is the right thing to do? So when ***** of Porch offered $310 total,  I said yes just to get this resolved, and done, and over but, as soon as I said OK to their offer of $310 they took it away. 

  I was told to talk to Porch.com and work it out and I thought we had.

  This kind of thing certainly is not the right way to treat working individuals

  who spend their hard earned money for a lead on a job.

  At this point they have taken $720 from me.

   

  

  ********************************	Fri, May 19, 7:47 PM (4 days ago)		Reply
  tome

  *********,
  
  Thanks for reaching out. My apologies, it seems that our Support Form link recently stopped working. In regards to your refund request, I appreciate your feedback and it is to my best interest to be able to assist you. I can make a one-time exception and refund your Vetted Membership renewal charge, but it would be minus the $50 processing fee since the renewal was not disabled through your settings. If we agree on this, I can have the refund made between today and Monday. 
  
  *****
  Supervisor, Customer Success ***************************
  ************** 

  

  Business Response

  Date: 05/26/2023

  ***,

  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 see a Porch Supervisor called and spoke with you on 5/19/2023 and offered you a refund of the Vetted Charge of $360

  -We issued the refund back to your card as of 5/24/2023 of $360 for the Vetted charge that was made on 4/25/2023. Please review with your financial institution the time frame they have to release your fund, normally it can take from **** business days depending on the financial institution. 

  -You can review on your Porch account that we have awarded the refund by going to the following link: **************************************************** and selecting billing history.

  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 for an additional refund of your balance; thus we have already refunded $360, 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.