Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/18/2023

  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.

  Porch told me I would have a 100 percent satisfaction guarantee so I spent $128 on 2 $64 leads where the customer did not respond and now they won't give me my money back. I have been dealing with a representative that continues to hang up on me and now that I have spoken to a supervisor they said the will refund my credit but not return my money.. and I refuse to use their service... I would like my refund since I am a business that is just starting and can not afford to lose $128.

  

  Business Response

  Date: 04/24/2023

  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:

  -You have a free profile with Porch, as a pay as you go account and you have not signed up for any membership or subscription.

  -Our representatives informed you we offered a connection guarantee if you signed up to our Vetted Membership.

  -The money you placed was to purchase 2 leads for $64, on 4/14 (*********************) and 4/15 (*************************)

  -The lead of *************************, shows as connected within our platform and is not eligible for a lead credit.

  -The lead of ********************* has the minimum requirements we request to issue a credit for an unresponsive lead which are 2 calls and 2 messages within the first 72 hours and keeping the lead open for 7 days, this request was submitted under the number being bad and not the homeowner being unresponsive. Due to this the system had not issued the automatic credit but as of 4/24 the credit for this lead of $64 is back on your account. 

  -We have reviewed the interactions with the representative in questions and have addressed the situation. Based on our call recording we do show the call was dropped and the representative did give you a call back to continue assisting you. 

   

  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: 04/28/2023

   
  Complaint: 19951839
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/26/2023

  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.

  A porch technician installed my smart ****** thermostat July 2022. It has stopped working properly and holding power due to improper installation of the c-wire according to ******. I received an email stating I need a power cord for the c wire. Porch is trying to charge me $135 to fix the issue that they caused. My original job was $60. I should not have to pay anything due to the improper installation from a porch technician. They have been supposedly escalating this issue since Monday. It has been 6 days and nothing has happened.

  

  Business Response

  Date: 03/27/2023

  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: 03/29/2023

  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 yesterday our provider was able to go and fix the issues with the thermostat for you. We are sorry for the bad experience you had with this situation. 
  
  
  Porchs Outcome:
  Based on our continuing efforts we were able to confirm that the issue was resolved and that the handyman was able to help with the * wire adapter and getting the thermostat working.
   
   - Finally, please be informed that your complaint has been reviewed extensively and we actively investigated with all parties involved. We thank you for your feedback and for bringing this to our attention.
  
  
  - Next steps, please reach out to us at our phone number **************, or reply to us via email, if you have any questions.
  
  
  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:03/21/2023

  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 am an independent contractor and this complaint is for their negligence and refusal to pay me for services rendered. I have contacted them multiple times and keep getting the run around they will not correct any of their mistakes and owe me $391.I have also called multiple times and keep being told my project coordinator is by usy and will call me back

  

  Business Response

  Date: 03/22/2023

  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 were able to process your payment yesterday.
  
  
  - We are sorry for the bad experience you had with this situation and for the delay in your payment.  
  
  
  Porchs Outcome:
  Based on our continuing efforts we were able to confirm that your payment was processed yesterday evening.
   
   - Finally, please be informed that your complaint has been reviewed extensively and we actively investigated with all parties involved. We sincerely apologize for this and understand the frustration caused. We thank you for your feedback and for bringing this to our attention.
  
  
  - Next steps, one of our project coordinators will reach out to you shortly to help clarify any doubts.
  
  
  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: 03/30/2023

   
  Complaint: 19631126
  
  I am rejecting this response because: several reasons, one being I still haven't received all of the money owed to me from that job, and the second is that regardless of speaking with one man in particular, extensively, telling him I needed the work. Telling him I was trying to remain patient but very rightfully frustrated, and the fact that I had 2 more jobs on my schedule that I had full intention of keeping, he decided to clear my schedule and assign my jobs to someone else, and deactivate my account without saying a word to me about it. I found out because when it was reassigned, I was sent the text to the other guy it was assigned to. Pretty sure that's dangerously close to retaliation. 
  
  Sincerely,
  
  **************

  

  Business Response

  Date: 03/31/2023

  Hello ******************, 
  
  
  We appreciate you taking the time to share your concerns again with us and please know we take all requests seriously.
  
  Porch took the following actions:
  - Escalated again 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 inquiry.
  - 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 identify that you only completed 3 projects for us in March 2023, here you can see an attachment for your convenience.
  
  
  Porchs Outcome:
  Based on our continuing efforts we were able to confirm that we paid for the receipts accordingly since we wanted to make sure you received your money completely. Here you will find the payments:
  
  - On invoice ******, we paid you $62 on March 13th, 2023.
  - On invoice ******, we paid you $248 on March 28th, 2023.
  - On invoice ******, we paid you $248 on March 21st, 2023. And for this same invoice (******), we paid you $89.22 on March 29th, 2023, as requested by you, for 1 hour and materials; no further projects were scheduled after this payment.
  
  
   - Finally,  we decided to terminate the partnership since it was no longer healthy on both ends due to passive-aggressive behavior on Mr. ****** end but please be informed that the complaint has been reviewed extensively and we actively investigated with all parties involved. We thank you for your feedback and for bringing this to our attention.
  
  
  We thank you again for your patience and comprehension.
  
  Best regards, 
  Trust & Quality Team
  
  

• Initial Complaint

  Date:03/15/2023

  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.

  COMPANY PORCH.COM SENDS NUMEROUS FALSE CATFISHING EMAILS THREATENING TO MAKE CHARGES ON AN ACCOUNT THAT WAS CANCELLED YEARS AGO. COMPANY AUTO-RENEWED WITHOUT PERMISSION ONCE BEFORE AND THE ACCOUNT WAS CANCELLED AT THAT TIME AFTER THEY REFUSED TO REFUND Hi *****, Your Porch Vetted Membership is about to renew. We have an exclusive offer for professionals who renew their Vetted Membership, you have the option to choose between: ? Money-back guarantee: involves a refund of 2 leads to your credit/debit card for a valid or invalid lead. The refund can immediately be applied, the total amount is for the total lead cost. ? Free credit amount: it's a total credit of $150 applied to your account balance. We have noticed that your vetted membership auto-renewal has been disabled. For the deal to take effect, you need to enable the auto-renewal prior to 3/10/23 by responding to any of our messages previously sent, or you can contact us. Over the past year, you've accrued $0.00 in Vetted rewards. Based on your current settings, and your rewards, your annual Vetted Network Membership will have the cost of $360.00. The outstanding rewards balance of $0.00 will go towards your account balance. Once the renewal goes through on 3/10/23 the promotion of your choice will be applied. Renewing your Vetted Membership will also allow you to continue enjoying the benefits that you're currently getting with your vetted membership. All the best, (Rep ***** ************** Customer Success Manager, **********************

  

  Business Response

  Date: 03/20/2023

  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 first request to cancel was made after your Vetted Membership automatically renewed 3/18/2022. You requested to cancel and the cancellation was processed per your request for any future charge.

  -The Vetted membership is an annual membership and that is why you received emails, in regards to the membership ending now in March 2023.

  -We have confirmed there are no automatic charges scheduled 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 as the charge that occur on 2022 for the Vetted Memberaship was a valid charge since you were enrolled in our membership, 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 cancellation requests on time, by cancelling the automatic renewal for March 2023. 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:03/09/2023

  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.

  As a small Business Owner In 2015 I was looking for any and all outlets to further my business so i looked into and decided to join the porch.com pro Program which included me putting money in an account for leads that would be sent out that i could claim for work. at this time I put $300 dollars into the porch pro system and as the leads came they deducted money from this account and it seemed to be a working program So I continued to put money in and get leads then Covid came. As a Diabetic with other problems I was forced to not go out to work and as with all business's we struggled to stay afloat and out of danger all the time assuming our money in the porch pro app was safe, well as we have tried to return to some idea of normal and felt we could once again go out into the public and work we accessed our porch app to find they had debited all 300 dollars that was in the account leaving me with a $0 Balance. Now to make sure you understand where I am coming from the money was put into this account by myself with the understanding that it was for leads nothing else. Well after talking to several people at the porch offices I was told to bad after a periodtime of of no leads being used they take your money and as one supervisor put it I have taken lots of peoples money. so I am here making this complaint about this company they will take your money and do it with contempt.. I simple asked them to return my money because we all had to stop working because of Covid they should not have been able to use this as an horrible way to rob myself and others of their money. I want my money returned to me.

  

  Business Response

  Date: 03/13/2023

  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 could not find any wrong doing on our side.

   -We confirmed you added $350 on April 18th 2018. This money was used to buy leads by you and you reloaded the balance on your Porch account again on: 8/18/2018, 9/18/2018 and 12/18/2018; as you continued to purchase leads. 

  -There was another balance reload made on February 2019 for $19, however you did use the money on the account to purchase leads through January-April 2019. The last lead purchased was on 4/16/2019. 

  -Per our terms and conditions this is considered inactivity as there were no leads purchased after 4/16/2019 and it has been over 2 years now. If an account remains inactive for one year or more, Porch reserves the right to terminate the account, including any credits, incentives, rewards or the like associated with the 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. 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: 03/14/2023

   
  Complaint: 19577953
  
  I am rejecting this response because:everyone can see that covid hit just as I said in my original statement. You are doing nothing more then proving my point as to you taking advantage of people who could not go out to jobs because of covid , as an excuse for you to take their money. I have started a court case here in Washington St about this. I am not going to let you just take my money when I and others could not work because of covid. You have taken the last dime from people As I will prove to the courts you are nothing more then thiefs.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/23/2023

  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.

  Porch contacted me last year offering to provide leads for my business. I got very few leads and the leads I got, 95% were bogus and I got no response. I cancelled. 6 months later they contacted me again stating they had signed on with more companies to get me more leads, AND if I signed on to their "vetted program" for $250 for the year, they would give me $110 in credit for those past bad leads. I'm getting NO MORE leads than before and no better quality. They refuse to refund my $250. At the very least they already owe me $110 from last year's leads.This is a crooked company. Don't believe anything they tell you. It's all a scam to leech money out of you with nothing in return for your hard earned money!

  

  Business Response

  Date: 02/24/2023

  Hi ***,

  
  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 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 spoke to our representative from sales **** on 2/6/2023 for 1hr 27 minutes were he discussed the number of leads received in the last 30 days had been 11 based on your service area and services. In this call you stated how several of those zip codes might not be worth driving out due to the distance or ven the project type. **** advised you to be at liberty to decide what you would purchase.
  -From February 6 to    you have received 6 lead notifications and you only purchased 1 lead credit on Feb. 7th for $12. We issued the credit of the $12 lead on February 8th.
  -We issued your account the credit of $110 for signing up to the Vetted Membership on 2/6/2023.
  

  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 towards a refund of your Vetted Membership charge, 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: 02/24/2023

   
  Complaint: 19456566
  
  I am rejecting this response because:
  

  That response is an out right lie. As I stated in my complaint "I RECEIVED ONLY 2 LEADS IN OVER W WEEKS". 

  On yop of my history with Porch, this misrepresentation of lead amounts was falsely inflatedvsimilar to their response now is falsely inflating thrcactusl "two" leads claiming much more. 

  Since this is exactly the same pattern i experienced before i fired them last time, it didnt tske as long for me to see it.

  If Porch had been more honest about expexted leads, and hadnt claimed their many new found partners had increased thecamount of leads available, i would have never sugned on again. 

  This is pyre and simple FRAUD and i want ALL my money back for this current ****************** of $259 plus the $110 worth of fake leads from last spring and summer. The odds of that many leads where a customer is supposedly actively looking for service providers yet most of them never respond even after my multiple messages is impossible and can only be fake and fraudulent. Porch knows i have no way of checking up on that part of their business and use it as a loophole to extort money ftom businesses like mine.
  Sincerely,
  
  ***************

• Initial Complaint

  Date:02/17/2023

  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.

  We signed up with Porch for their lead service. We were told we would be getting personally verified leads. We call the number and extension on each lead some of them the call would never go through and the others were either the contact was not at that address or phone number or the home owner did not ask to be called about any services. We spoke to client services on 02/14/2023 and 02/15/2023 and were told we would get a call back. We have not gotten a call from anyone and now every time we call customer service it goes straight to voice mail. We have left a dozen messages and no call back. This company if a scam they take ****** from you then you pay for leads that are fake.

  

  Business Response

  Date: 02/20/2023

  Hello *****,
  
  
  Trust & Quality Team

  Customer Answer

  Date: 02/20/2023

   
  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:02/17/2023

  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.

  For a fence with 2 neighbors and corner lot with a sliding gate I get referred to ********* ********************** Quoted 9k said he could start the next day. charged an additional 2k for my request of a sliding gate. never gives me receipts for payments. When finished said the gate was heavy so it was hard to open and close. shows me but the gate doesnt open all the way and gets stuck. I call him a week later to tell him hey I know what the problem is. The gate is not square with the fence and its also not leveled. Well he came to take a look. He promised hed be back the next day or day after to try and correct it. The only thing he did was pick up the supplies he had left weeks before and I never saw him again. I called him again a week later. No response. I call the porch specialist who I had originally spoke to about this, he tells me to call the contractor back but that I could request a quote to repair the mess by someone else and if anything to call their support line. I never get a call from anyone for quote or a call back from the contractor. So I call the support line. Well I call and call and call. Finally I just leave a message. No response. I call the contractor back. Phone is now disconnected. So, my fence is all jacked up and not in a good way. What am I supposed to do? Ive been waiting for this guy for over a month for this to be taken care of. *** already paid him and he wasnt even finished with the job I paid him to do.

  

  Business Response

  Date: 02/20/2023

  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: 02/22/2023

  My submission had multiple pictures included but only one is showing in the complaint. You really cant tell from the one picture how bad it is. 

• Initial Complaint

  Date:02/15/2023

  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.

  Since March of 2021, I have over 10 times asked that you remove my email address but they do not stop. Blocking does not stop them either. Each request has been responded to with an apology and yet another promise to remove my address. Requests have gone to ********************************* *********************************** **************************** ****************************** each with a response from a representative to have it removed.

  

  Business Response

  Date: 02/16/2023

  Hello Mrs. ****************************************** you for bringing this to our attention. Could you please kindly reply back and let us know from which of our email addresses are you getting those emails? This would be very helpful for us to further investigate. 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: 02/17/2023

   
  Complaint: 19411139
  
  I am rejecting this response because: they replied with a request for information but provided no way to reach them.
  
  Sincerely,
  
  Cat *******

  Customer Answer

  Date: 02/24/2023

  Emails are coming from [email protected].  Below are your confirmations from 2022 and 2023,  in addition to an  inexplicable message that youre updated my address that came today.
  
  We apologize for this inconvenience; you have been unsubscribed from all further Porch communication.
  Yenny  *************
  
  Hi! We apologize for this inconvenience; you have been unsubscribed from all further Porch communication.
  Miguel  *************
  
  Hey,
  
  We're sending this message to confirm that the email address associated with your Porch account has been successfully changed. Any future communications from us will be sent to your new email address ***************************. Since your email address is also your username, be sure to use this new address the next time you sign in. If you did not request this change or have any concerns, please let us know at: ********************************
  
  Thanks,
  The Porch Team
  ********************************
  855-Porch-00 (767-2400)

  

  Business Response

  Date: 02/28/2023

  Hello Mrs. *** *******, 
  
  
  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 there was still an active project request for a Wood Fence Installation so we canceled it and you should not receive any more emails or notifications from us. You can confirm this was canceled on your project page here (******************************************************************************).
  
  
  - We are sorry for the bad experience you had with this situation. Your complaint has been reviewed extensively and we actively investigated with all parties involved. 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 your email was already removed from our mailing list and you should stop receiving emails from us.
   
   - Finally, please be informed that we have canceled your Wood Fence Installation 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. If you still require help with the wood fence installation or any other future projects, please feel free to give us a call so that we can help you with submitting a new project request.
  
  
  - Next steps, we have escalated your case for your data to be removed from our system but please feel free to submit a new request for your information to be deleted through our Data Rights Request Form (********************************************************). Requests may be made only by or on behalf of a current resident of **********, ***********, Virginia, or ********. After you submit the form, our team in charge of these requests will review the information provided and reach out as soon as possible to let you know the outcome.
  
  
  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: 03/01/2023

   
  Complaint: 19411139
  
  I am rejecting this response because of the following included in your response:  Porchs Outcome:
  Based on our continuing efforts we were able to confirm your email was already removed from our mailing list and you should stop receiving emails from us.  Attached is yet another email from you, dated today.  How is it that my address has already been removed?
  
  Sincerely,
  
  Cat *******

• Initial Complaint

  Date:02/05/2023

  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 signed up with Porch for lead generating for my contracting business. I've tried several sources in the past like **** or Homeadvisor and was hesitant to try this company out. After talking to a rep that assured they do not operate like other lead sources and "guaranteed" that they do a thorough screening to verify if a lead is real or not... I come to find out, after purchasing my 4th lead that this is all a scam. They charge ***** per lead and it's either wrong numbers or a screaming customer picking up stating to STOP CALLING BECAUSE THEY NEVER REQUESTED FOR CONTRACTORS or the such. I've requested refunds/credits on this leads with only one email response stating that the lead had "been verified as a legitimate lead" and because of the "refund policy" they will not be able to refund credits on them. How is it that they take our money and we get NO SERVICES, PROPER CUSTOMER SERVICE, Or any TANGIBLE RETURN ON OUR "INVESTMENT" as it was GUARENTEED. Paying that amount for each lead I would have expected to at least get to book a consultation to provide a bid. But the one customer that did answer DIDN'T ASK FOR BIDS. I expect a refund and response from this company within 5 days or I will be proceeding to file a complain with the *** (FEDERAL TRADE COMMISSION) because it's evident with all these BBB complaints I'm not the only one experiencing this level of scams from them. Looks like both customers and contractors are not impressed with their business practices. Lastly, The BBB needs to do better scoring because this business should not be having ************* with all the one star reviews.

  

  Business Response

  Date: 02/07/2023

  2/7/2023

  ******,

  We appreciate you took 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 company.
  -Gathered all available information from interactions amongst homeowners (leads) 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 received 4 leads in less than 1 month
  01/30/23  *******************-$12
  02/02/23  *************************-$50
  02/02/23  ***************************-$38
  02/05/23  ***************************-$40
  
  
  -We confirmed we have provided credit for 2 out of the 4 leads. 
  We credited the lead for **** Santa **** on 2/6/2023 for $40 and we credited the lead for ******************* on 2/7/2023 for $12.
  
  
  The credit request was submitted for the lead of ***************************, we called and spoke to the homeowner, and he did confirm it was his project and that he was looking for a quote. You originally mentioned it was the wrong number for this lead.
  
  
  In regards to the lead of *************************, we did not receive any feedback or credit request from your company to further review this lead based on our Lead Credit Policy and we do show a connection on our platform with this homeowner.
  
  
  Finally, in regards to our screening leads, we do offer prescreened leads which internally are mentioned as verified leads. This requires a monthly subscription and is not included in the Paygo (Free) profile you created on our platform.
  - All remaining balance is still available for you to use. 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.