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:02/03/2023

  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.

  We have an account with Porch Pro. Canceled this account over a year ago due to the poor lead quality. They are still charging our credit card for an annual fee. I have tried calling their ************ number and every option just sends me to a voice mail. They never call back or respond to emails. We would like our account credited back and to be insured there will not be another charge again.

  

  Business Response

  Date: 02/09/2023

  2/9/2023

  Hi ******,
  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.
  - Evaluated your request in accordance with our policies and procedures, but always maintaining a Whats the right thing to do? mentality.
  
  
  Porchs Investigation:
  -We confirmed the number you are dialing ************, is not an active number for any department at Porch. The number to our ****************** is listed on your dashboard and also on our website as ************.
  -Based on this request, we confirmed the phone numbers listed on your account are different than the ones you provided on this request. The numbers listed as your contact numbers are ************** and  **************
  The only working number where we did receive a response, before this request, belongs to ***** who is listed as the primary contact.
  -We confirmed our representatives did make several attempts to contact your company, however, we would reach ***** and he confirmed he had not requested any cancellation.
  
  
  Porchs Outcome:
  -We have Suppressed your Porch account as of 2/7/2023 
  Our platform receives information that is public in the network and on occasion 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 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 have made several attempts to reach you at the number provided in this request and there has been no answer.
  
  
  - We have issued a refund of the balance of your account for $936 as of 2/7/2023, back to you
  -We have issued a refund for the annual membership charge of $360 as of 2/7/2023, back to you.
  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:01/17/2023

  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.

  Hello all,We have been trying to close our vetted account, our profile, and anything associated with Porch.com with no success for the past 6 months. They do not answer emails, voicemails, or any messages. When I do get ahold of someone they cannot cancel or close the account, I must wait for a call from the cancellation team which never comes. They promise me that someone will follow up and call me at certain times, which never happens. At this point it feels like they have no interest in closing my account, they are lying to me, and they are practicing unfair and shady business practices. Here is my most recent response to them:"Please close our profile, vetted account, and anything associated with ****** or ******. We have been trying for months to close our account with no success. Do not auto charge our account or any payment method.Contacting us by email works best since any Porch.com phone number gets marked as spam automatically from our carrier."All we want is to close our account and remove ourselves from Porch.com. Please do as we have requested.Thank you,

  

  Business Response

  Date: 01/19/2023

  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:
  - After our investigation we have reasons to believe that our phone number may be blocked on your side, hence our call attempts have not reached you.
  
  Porchs Outcome:
  - We have completed the cancellation of your annual Vetted membership and removed your account from our platform as per your request. 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. Please be informed that as a courtesy we have completed a pro-rated refund for the reamining days that the Vetted subscription was scheduled to remain active. 
  
  Thank you for your patience towards getting this solved.

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18828569

  Thank you for your response on this matter and moving forward with my request. My final request would be a full refund of not only the vetted amount dating back 6 months from now since my first attempt to cancel but also the remaining balance on my account of approx. $186.00.

  Thank you
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/08/2023

  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.

   

  Porchs Investigation:

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

  -We issued a refund of $66.50 on 1/19/2023 for the remaining balance you had reloaded.

  -We issued a prorrated refund for the Vetted Membership, for the remainign time on the annual membership on 1/19/2023

   

  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 since we did credit you back for the amount of money ypu had left that you did reload to your account. 

  The remaining amount on the Porch account are Porch credits, which are not refundable as they are not money you added. 

  In regards to your Vetted Membership, it was informed at the time of purchase that apond cancellation the membership fee is nonrefundable. We did provide you a courtesy credit on 1/19/2023, for the remaining days left on the membership, but this is not a practice we estasblished nor is this requiered based on our terms and conditions.

  We have been honoring the information presented to you prior to your purchase. 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: 02/13/2023

   
  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:12/21/2022

  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.

  Yesterday afternoon (12/20/22) I submitted a request for a single quote for a specific professional service to be completed. The website appeared to be for a local professional company, who specializes in this specific line of work. My personal information (name, address, phone number etc see screen shot) was then distributed by porch.com to their network of contractors. An employee at porch.com told me this was a system error and I was only supposed to be contacted by one professional, who specializes in the project I need completed. At 9:30 PM on 12/20/22 I received 3 phone calls from a handyman who stated he paid for my information from porch.com to secure the job. This morning I received over 20 phone calls in 90 minutes from various handymen. One particular handyman associated with porch.com called me 12 times in under an hour while I was at an appointment. This person was extremely rude to me when I was finally able to answer the phone and asked to be removed from their list. 3 handymen confirmed they purchased my information from porch.com (see screenshot), which was not where I completed the request for a single quote. I did not consent to my information being sold to handymen by porch.com and the level of phone calls I received is borderline harassment. I have since requested that the project be canceled, in writing, and it has not been according to their website. I blurred out my personal information in the screenshot one of the handymen sent me confirming that he purchased my information from the site.

  

  Business Response

  Date: 12/22/2022

  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
  
  

  

  Business Response

  Date: 01/11/2023

  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 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. 
  
  - In this case, whenever you submitted your information online we are one of the companies that received it and then your project went to our network of local providers so that within 2 business days the system could connect you with up to only a maximum of 4 local options of independent providers that were right for your project, and were part of our network of providers. Once connected, they contact you via phone, text, or email to discuss project details, pricing, and schedule. However, we were able to confirm that we had only 1 option of a Pro available to connect you through your project with us. We also confirmed that we did not sell your information and we have canceled all communication from the project you had with us. 
  
  We understand that some Pros mentioned they got connected to you through us, however, we were not able to find any other pro related to your project. It could be possible that they got your project the same way we did after you entered your information at ***************************, and that they got confused because theyre also part of our network of providers, however, we can confirm they were not sent through the project you had with us. Moreover, since we have canceled your project with us, 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 actively investigated with all parties involved. We sincerely apologize for this and understand the frustration caused for all the inconvenience and misunderstanding. We thank you for your feedback and for bringing this to our attention. We are striving to provide a better experience than this. 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 information was not sold as per your concern and no provider from our network will be able to contact you further. 
  
   - Finally, please be informed that we have canceled your project, you have been unsubscribed from email communication, and you have also been placed on our "Do Not Call List", so you wont receive any further communication including phone calls from us or any provider we could have found as an option for your project request. 
  
  - Next steps, we recommend you reach out to any other platform or 3rd party service online you used to get quotes, as they might be the best point of contact to further assist you. We apologize again and we would love to help out with any other questions you may have. 
  
  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: 01/19/2023

   
  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:12/19/2022

  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.

  Good Day,My name is ***********************, Im the business owner of Deluxe Artistry, in *********, **. I started using Porch.Com about 4 years ago as a lead generator to obtain possible opportunities when thing get slow, or are about to get slow. Earlier last week, I was in the process of polishing up my account and I noticed my Porch Bank/account had been completely drained to zero in two transactions. I have not used the service for many years to justify ANY withdrawals, Im a pay as you go client and am only charged if I actively pursue any of the ************** ******* is no yearly fee for this service. Ive tried many times to call & email Porch at their suggested contact info to no avail. Can you provide any direction to settle this matter, Any and All help would greatly be appreciated.Sincerely ***********************

  

  Business Response

  Date: 12/21/2022

  Hi *****,

  Thank you for sharing your experience once more.

  The situation is involving your expired tokens since the tokens you saw "drain" are not actual money (funds), but they are credits. We sent an email mid-October explaining that expired tokens would be removed from your account, since they are only valid for a year as per our Terms and Conditions. A Support Specialist has been trying to make contact with you since you opened a ticket, but seems he is not able to reach you using this phone number:  **************, which is the number in your account. I have provided *** (Support Specialist) this phone number: ************** in attempt to make contact with you.

  He will explain the situation and provide options.

   

  --Proof of contact attempts:
  

  Re: Call back time
  Are you able to provided a working phone number please.--------------- O...            ***************************                12/20/2022 6:14 ********: Call back time
  Tomorrow at 11:00 am PST, Please Sincerely, ********************* ************ deluxear...         ***************************                12/19/2022 1:59 PM
  Call back time
  Hi We have received your request. Glad to assist, looking forward to it. ...              ***************************                12/19/2022 1:57 PM

   

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18611962
  
  I am rejecting this response because:No email of explanation was EVER received regarding your reasoning for draining my account of the funds that I transferred from my bank into my porch account. I wish you ALL the  negativity you out out to myself & other hard working small businesses back to you tenfold. As far as Im concerned, karma will settle this with you, and your parasitic company, May you reap what you sew in the new year. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/13/2022

  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.

  Porch.com has stated in their mission statement the following, "Weve included the Connection Guarantee as a Program benefit because one of the biggest concerns we hear from pros is that it can be hard to get in touch with homeowners." There is no guarantee. In fact, I've made 17 purchases for leads and haven't been able to get one job. Most of the leads are wrong numbers, addresses and miscategorized while over priced for a simple job that I can if I ever got a job only be able to charge a few hundred dollars yet paying nearly 25% in fees. I have on many occasions reached out to Porch.com yet received no support. Both the customer service and leads are a waste of my time and resources. Nobody ever responds until I stated I will file a dispute and chargeback with my bank to get the money back that was siphoned from me by empty promises.Only today has someone reached out only to tell me what I already know. Porch.com is selling bad services in hopes General Contractor's like myself will upgrade to direct leads only to pay more money with same results in the fraction of the time.Again, I demand a complete refund of all charges to my account, this is the only viable solution as I will not continue to be tricked or suckered into continuing with a company that doesn't stand by their promises.

  

  Business Response

  Date: 12/20/2022

  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 are confident we have fulfilled all responsibility according to our Terms and Conditions.
  -You submitted two bank charge disputes, both were lost on your side meaning the bank did not hold us accountable according to their investigation.
  -We have given you credits for purchased leads after you shared your concerns with our team and/or through asking for credit in the Porch platform. A total of 9 have been given to you:
  DATE  DESCRIPTION
  12/20/2022  **************** in ********* ** 89044
  12/19/2022  ********************* in ********* ** 89110
  12/18/2022  *********** in ********* ** 89147
  12/12/2022  ***************************** in ********* ** 89109
  11/22/2022  *************** in ********* ** 89044
  11/07/2022  ******************************* in ********* ** 89107
  11/05/2022  ********************* in ********* ** 89110
  11/03/2022  ************************************* in ********* ** 89110
  11/03/2022  ********************* in ********* ** 89121
  
  -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:  https://porch.com/pro/resources/account-settings/pro_posts/frequently-asked-questions &
  https://porch.com/about/terms/ .These terms and conditions were accepted by you when creating your Porch account.

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had an appointment scheduled for Porch to install a light fixture. The appointment had been confirmed for a week and were assigned a technician. **************, **************, never called to say he was not showing up, despite confirming that he would. ****** did not bother to let us know that he decided not to come.

  

  Business Response

  Date: 12/13/2022

  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. The provider then explained that he didnt show up because he was waiting to get from you a picture of the product to be sure what he needed to take to the job, but that he still could be there till 4:30 PM. We understand that when the project coordinator called you to provide this update you explained that you had canceled some meetings to make time to receive the pro for the appointment, besides the pro should have already known by this point what to use, and requested to cancel the appointment instead of rescheduling it.
  
  We deeply apologize for this and understand the frustration caused for all the inconvenience 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 hire more providers in each area and be able to complete more projects and help our customers. 
  
  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 this pro to the manager in charge of the pros onboarding so that they can give him the appropriate feedback and take the necessary actions with him as needed. 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 understand you requested no further contact from our business, and have removed you from our mailing list and placed you on the Do Not Call List.  Please feel free to reach us if you wish to provide us with more feedback directly. We would love to hear from you and help the best possible way.
  
  We do apologize since this took us longer time to review than usual.
  
  Best regards, 
  Trust & Quality Team
  
  

• Initial Complaint

  Date:11/30/2022

  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.

  Porch.com has been notified several times that AAC ********************* is a convicted criminal who is listed as a 5 star contractor and to remove him from their list. He is a federal convict in S and N ********* I hired him **** to do outdoor work , paid him check of $13,000 and none of the work has been done . He forged my check written to him and changed his contract name from ********************* to *********************** which ***** Fargo cashed. I used my retirement money to have this project done and now live in fear that he will harm me. He has been arrested for theft, forgery, fraud, stolen guns, harming a woman. Porch claims that they do background checks on all their contractors that they promote. I have included his court dates that I could find, other posts about him stealing money from people who secured him from Porch.

  

  Business Response

  Date: 12/01/2022

  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.
  
  
  In order to continue with your claim, can you please help to provide the phone number and email address you used to submit this project through us?
  
  
  We will try to reach out through the BBB platform. Our usual turnaround time for claims is 2-5 business days. Please feel free to reach out by replying to this email.
  
  
  Best regards,
   
  Trust & Quality Team
  
  

• Initial Complaint

  Date:11/16/2022

  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.

  Made a very high payment that was required to use their services to get verified leads. I had very few in a long period of time. They require a background check that has not come through. They blamed COVID. I literally laughed out loud. Only those on the Left blame COVID. Get it together. The one leaf I got was a leaf I also purchased from ***** Leads. All-around garbage company. Thieves. Told me there were no refunds for the $360 to get started with my background check and all of that. Also, they require you to have business insurance, which I do. But they don't require you to provide your business insurance information. Meaning they are lying to clients about having only companies with mandatory business insurance. I told them to keep my money. I'm still not using porch ever again. Trash company. Stay far far away. ***** Leads isn't the best but it's a million times better than Porch.com. Save your money. Though They should be a company with integrity and refund mine and everyone else that has requested it. I know of multiple others say the exact same thing about Porch.com.

  

  Business Response

  Date: 11/28/2022

  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:
  -Evident (3rd party background check company) encountered an offense with a disposition labeled as 'Guilty' and with a disposition date on 05/09/2013. We have asked for more information to understand the event and be able to determine if we can proceed with your subscription. This is the reason it has been taking more time than usual for us to give you a response.
  
  Porchs Outcome:
  - While it is not clear to us what is your current request/interest since you entered this BBB claim stating you have asked us to keep your purchase money -", I told them to keep my money."-, but in the 'Desired Settlement' you are placing 'Refund' and the Manager assigned to your case has called you on 11/18 (you hung up), 11/23 (you hung up), 11/25 (you hung up), and today 11/28 she called you once more stating you want to cancel everything. We can always cancel your subscription as per your request, however a refund may not be an option. We are willing to look into it, however a fee will apply if indeed you wish to cancel.Please respond to ***'s calls and we kindly ask that you complete a conversation with here to understand what is your decision - to either complete the process or cancel with a possible partial refund.  Thanks.

• Initial Complaint

  Date:11/02/2022

  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 company called to ask us to sign up for a program in which they will send us Direct leads. Once we read the information that was provided once we gave them the deposit we realized the representative ******************* had lied to us. They have been calling us about this program for over 3 years, and we never would agree. **** changed the parameters to a more fit what he thought we were looking for. Once we gave them the deposit, we realize it was the same parameters that they had told us before. Immediately we ask them to refund the money as we were not looking to move forward. I have sent over six unanswered emails. I have called the office numerous occasion to be told someone would call me back. No one will call me back nor respond concerning our funds. This company just blatantly takes your money and does not have any remorse or intentions of giving you your money back.If you review this company on multiple websites you see the same pattern of operation. This company should not be in business with the general public. It is a theft organization.

  

  Business Response

  Date: 11/08/2022

  Hello ******,
  Thank you for sharing your concern with Porch one more time.
  This is what we have done:
  The call was audited by our Quality Team and they did not identify inaccurate information shared to you by ********************** either by email or on phone conversation. It was identified that prior to your purchase you did not have the benefits provided by the Vetted program, which you were to acquire once you made your payment and completed your documents submission.
  The case has been assigned to a **************** Manager, her name is ****************** will follow-up with you via phone.
  
  For this BBB complaint:
  Due to the nature of your request, please be informed that a solution will not be granted unless you complete our escalation process which includes a phone conversation with ****************** will be the person in charge to evaluate the situation and provide a solution. On another note,please notice that Porch does not complete refunds for purchases:  https://porch.com/pro/resources/account-settings/pro_posts/frequently-asked-questions & https://porch.com/about/terms/ . These terms and conditions were accepted by you when creating your Porch account. ********************** will review the case further and make an ultimate decision.
  
  Regards,

  Porch.

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filled out their contact me form requesting information regarding yard cleanup. I spoke the the representative and he said he would call back in a few days. Ive now gotten 46 phone calls from telemarketers in the last 3 days that have NOTHING to do with fall cleanup. This is a joke website and when I called the person said that they sold my phone number off. He said he cant do anything about it because when I filled the information out, they spammed their network with the information so I have to tell every person to stop calling. The company is an absolute joke and just sells your phone number to telemarketers.

  

  Business Response

  Date: 11/02/2022

  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
  
  

  

  Business Response

  Date: 11/03/2022

  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 but it was not requested directly from our platform or submitted with us Porch.com. 
  
  This is why the agent tried to explain the reason for the variety of phone calls could be that you might have used a 3rd party service or it could be possible that you were looking for a specific company and submitted an online form to get quotes, and then we were one of the companies that received your request through them. However, we did not sell your information and we have canceled all communication from the project with us. 
  
  - In this case, whenever you submitted your information online we are one of the companies that received it and then your project went to our network of local providers so that within 2 business days the system could connect you with up to only a maximum of 4 local options of independent providers that were right for your project, and were part of our network of providers. Once connected, they contact you via phone, text, or email to discuss project details, pricing, and schedule. Since we have canceled your project no provider from our network will be able to contact you further.
  
  - We would like to apologize for the bad experience you had with our customer service team. Your complaint has been reviewed extensively and we actively investigated with all parties involved. At the moment,  we have provided feedback to our agents to ensure we provide a better explanation to our customers and avoid any confusion about how our services work.
  
  We sincerely apologize for this and understand the frustration caused for all the inconvenience and misunderstanding. We thank you for your feedback and for bringing this to our attention. We are striving to provide a better experience than this. 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 information was not sold as per your concern and no provider from our network will be able to contact you further. 
  
   - Finally, please be informed that we have canceled your project, you have been unsubscribed from email communication, and you have also been placed on our "Do Not Call List", so you wont receive any further communication including phone calls from us or any provider we could have found as an option for your project request. 
  
  - Next steps, we recommend you reach out to any other platform or 3rd party service online used to get quotes, if applicable. We apologize again and we would love to help out with any other questions you may have. If desired, please just give us a call at your earliest convenience at our phone number ************, or reply to us via email.
  
  Thank you again for your patience and we apologize since this took us a longer time to review than usual.
  
  Best regards, 
  Trust & Quality Team