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:09/26/2022

  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.

  Im a small business owner that worked with porch.com..In three months I havent got 1 lead from porch..They promise leads make you pay for a year subscription then give you false leads.This is a scam I repeat This is a scam..customer service does not respond.it took them three days to reply to my phone call. ****************** told me I had to spend the rest of my lead money that I have in my account and then cancel my subscription..Wow ..empty promises and fake leads .companies like this hurt small business terrible experience..waste of time and money..They are liars

  

  Business Response

  Date: 09/29/2022

  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 have verified that you received 5 leads in less than 2 months:
  09/06/2022        *********************** in ********* ** 30016
  08/23/2022        *************************** in ********* ** 30014
  08/04/2022        ************************* in ******************* ** 30088
  07/28/2022        *************************** in ********** ** 30087
  07/28/2022        Jol` Obi in ************** ** 30087
  
  -Porch granted a 'Welcome' credit (free credits) immediately when you signed up to the Vetted Membership. You can confirm this in the following link:   https://porch.com/pro/finances/51203019
  -We have given you two lead credits after you purchased homeowner project leads while you were using the 'Welcome' credits we gave you.

  - 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.

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18129023
  
  I am rejecting this response because:porch.com did not provide creditable leads in 2 months . all leads was unresponsive only 1 contact was made from the leads purchased and that contact had no knowledge of work being done at her home,which raises alot of questions . porch also takes days to return calls and usually does not respond or answer calls . They took my membership money with promises of leads in my surrounding area. I havent recieved any leads in at least two weeks . This is false advertisement and this has been the worst experience with a lead company
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/19/2022

  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.

  After a visit to ******, I was advised they partner with a service called Porch.com that has services in the area that can send professionals that are licensed and bonded to your home. I used this service for a drywall and baseboard repair on Friday 16-September. Porch requires the home owner to provide the materials and advises you to go to ****** who will help you with your purchases. I did just that purchased the materials they advised, which were available as requested. ************************* arrived at my home at 9:00 AM on Friday to repair the drywall in and baseboards. He was in my home until 1:00 PM and left me with a larger project than when he first arrived. The baseboards are a complete disaster. They are chipped. They aren't flush to the wall or flush to the other baseboard. No caulking was done, although ****** told me to purchase caulk. I've attached pictures of the work for reference.My home was left a mess. There was nails on the floor along with wood dust and chips. All the scraps were left strewn along my front porch and walkway.I immediatly contacted Porch.com. I've left two voicemails. I've sent two emails. I've received no return contact to either. I've contacted ****** who now says "this is a third-party site who is unaffiliated with our company".I was charged $330.00 for this work and was told to pay via the link by credit card prior to the arrival of the professional. I did.

  

  Business Response

  Date: 09/20/2022

  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: 10/01/2022

  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 all the information gathered and were able to assign a project coordinator to your case to help and follow up diligently with you and a provider.
          At the moment, we were able to coordinate with another provider to go fix the job. However, as per the storm we havent been able to schedule an appointment therefore we have proactively asked to reschedule the appointments since we want to have a date secured for the installation.
  
  We sincerely apologize for this and understand the frustration caused for all the inconveniences. 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 find a handyman available to help with your project and fix the job, and we offer you this **************** for free for all the inconveniences caused and delays. Our handymen are background checked and verified, and we know you will be satisfied with the service. We take complaints seriously and we want to avoid our customers having issues with the projects requested on our platform.
  
  - Next steps, we will reach out next week with a date for rescheduling the appointment. We are aware that you are only available on Fridays or during the weekend and we will coordinate with the provider to secure the best date for you. 
  
  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: 10/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  The repairs have yet to be completed in my home, so I'm unable to say that I'm satisfied.  There has been many reschedules and the latest date is that we should expect someone to arrive at our home today at 5:00PM EST to begin repairs.  Once the repairs are fully complete, then I can determine if this is an acceptable outcome.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/23/2022

  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.

  I've been with Porch and using their services for about 6 or more years. Recently they stopped refunding false leads. I've tried multiple times for over a month to talk to someone. I've tried over 5 different numbers. They all lead to an on hold with music for approximately 3:11 and hangs up automatically all day everyday. I've gotten nothing but auto responses in emails. They are basically refusing to dispute the false leads and either credit me or compt me. I've followed all of their guidelines and have taken all necessary screen shots. They have tried to call me, but when they rarely do, I'm usually not able to answer my phone and I'm the type of person that needs to call back. However they have recently made that impossible. I've since stopped buying their leads and most likely will not be using their services anymore since their customer service has ceast to exist anymore. I would like the amount of $162.00 deposited back on to my card. I consider theft at this point.Here are the leads that have been under review with no action taken.These are customers that have blatantly told me they were not seeking work to be done, rudely hung up, or never answered.4/20/22 ************************* **** Staining and Sealing $10.50 5/28/22 ********************* Interior Spaces Painting - 5 or more Rooms $54.50 6/20/22 *************** Interior Spaces Painting - 5 or more Rooms $54.50 7/26/22 ******************* Interior Spaces Painting - 3 to 4 Rooms $42.50 Below are couple screen shots.

  

  Business Response

  Date: 08/30/2022

  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:
  - Indeed a Porch representative did attempt to have a phone conversation with you on 08/22, no response, and there were also two email attempts made. One of which, the Porch Representative asked when was a good time to reach you, however you did not reply to that and stated Porch (our company) was a joke. A valid time frame was not provided.
  - Just alone, in 2022 you have purchased a total of 17 leads, but for those 17 leads, we gave you credit for 8 of them, that is almost 50% of them. We seem to be granting credits too often for this account. For previous years, the number of credits is also consistent.
  - The images you include in your claim, are comments self-originated and not responses/notes entered by the homeowner.
  
  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 any refund, 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. If you would like for a specialist to contact you, you can reply to this BBB Complaint and provide three different options with date and time range (15 minutes ranges), we will call one of the three options giving us greater possibility to a phone conversation. Please know that the time range you enter will be considered as your local area time. Please do not ask for a call-back within 48 hours after you respond to this BBB complaint since it normally takes us two business days to view a BBB case. This call will not guarantee a credit. Refunds are not an option as mentioned above.
  
  We are sorry it took us time to respond. We are seeing an increase of work due to the growth of Pros joining our platform.

  Customer Answer

  Date: 09/04/2022

   
  Complaint: 17758301
  
  I am rejecting this response because: I've followed the request for refunds to a T. It is stated in your own writing what constitutes a refund or not, and I've fallen in the parameters. To have the Customer ******************* answer and scream at me he wasn't looking for any work to be done and to take me off his list.., but Porch doesn't think that I'm owed a credit. You sold me a false lead period and I don't want a lead credit, I want my card refunded at this point. You guys offer zero customer service, and don't even have a number to call. But I can see why I've been getting ignored for credit leads now by your justification of stealing my money.

   

  "We gave you credit  almost 50% of them." Was is that my fault your platform isn't working, or that perhaps you are selling false leads? "We seem to be *****ing credits too often for this account. For previous yeear the number is consistent" Again, why is that my problem that there is a failure in your platform? 

  BBB helped me earlier this year to obtain a full refund from ********* for the exact same claims you guys are making. You are trying to make the error my fault. The fact is only 3 out of 10 leads are real homeowners. 2 credits I have to eat based off your system and the other 5 out of 10 I'm chasing lead credits. That's how every contractor lead base service is. The problem is they start not refunding false leads and start keeping your money even when the credits requested are valid false leads.

  "The images you include in your claim, are comments self-originated and not responses/notes entered by the homeowner." Thanks for elaborating that. Because it's obvious the reason I make those comments are in the case a homeowner doesn't exist, or because like *******************, they are not going to be willing to take the time to respond and explain rather than scream at me to take me off the calling list. 

   

  Lastly, I will screen shot every interaction pertaining to asking for a phone call for the past month. One attempt on the 28th is not sufficient in getting ahold of me or setting it ** in your system where contractors simply can't call. I implore the BBB to try. It shouldn't matter how many leads you have to ***** a contractor as you are still keeping their money. If you refunded 50% of them, then were they then not valid refunds? You kinda told on yourself there while making me look like I'm the problem. 

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/05/2022

  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.

  Porch is a company people use to find experienced and professional service people and we hired a guy who is part of their program. It turns out that Porch doesn't verify anything about the person. He is not licensed to do hvac work in the ***********. yet he is allowed to have the "Porch verified" icon on his website. I contacted Porch, sent ***** photos of his rudimentary work, verification that he is not licensed in TN., photos showing that he removed the words "licensed and bonded" from his truck (based on other complaints), etc. Etc. and Porch refuses to remove him from the program unless they get, " 2 or more complaints".

  

  Business Response

  Date: 08/08/2022

  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: 08/15/2022

  Hello ********************************, 
  
  We appreciate you taking the time to share your concerns 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 request.
  - 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 this was escalated to the team in charge of pros' referrals to determine their eligibility. We would like to thank you so much for the feedback provided, we take complaints seriously and we want to avoid our customers having issues with our platform.
  
  Porchs Outcome:
  Based on our continuing efforts we were able to confirm that the provider was Background Checked as part of a Porch Vetted Network Program, hence to this, they have a badge indicating that they have passed this background check. The Porch Vetted Network is made up of screened home improvement professionals who are differentiated and uniquely positioned to win in this competitive industry. We created the Vetted Network because we wanted to make sure homeowners could identify and get connected with high-quality professionals they could trust. Passing the Background Check means that this Pro has been cleared from criminal/delinquent activity. We use different tools such as Evident to perform this investigation, and providers get re-checked continually.
  
  However, this background check does not specifically include license and insurance. To give homeowners the widest options available, Porch lists all working professionals, and we offer professionals the option to upload their licensing information to their profile, so we will often have licensing or other information, yet we are simply introducing options as professionals (but with additional data) the same way ****** and Yelp do. Porch is merely operating the Services that help connect you with the Professional interested in your Project (you can learn more about this in our Terms of Use and in our Porch Property Protection Guarantee). 
  
  Porch professionals are independent contractors and each sets their own pricing, schedule, and other business policies. Each professional is responsible for maintaining their licensing, bonding, and insurance. Homeowners can look at all of this available information and decide what matters most to them. Nevertheless, vetting of the professionals licensing, insurance, and reputation is the responsibility of the homeowner. When matched with professionals, homeowners should be sure to inquire about the credentials that matter most to them and we ask each homeowner to verify this information prior to hiring a professional. You https://porch.com/about/terms/ 
  
  Here are some tips for selecting the right pro for the job. When homeowners are connected with professionals in the Porch Pro Network, they can read reviews about past projects (if available) and see the home professionals response rate to better understand the company. Additionally, to ensure that you are hiring the best pro for your project, we offer a range of vetting tools and advice, so you can check that the professional is correctly licensed and qualified. You can read more about this on our FAQ page.
  
  - Finally, please be informed that we have escalated your concerns about the pro *****'s AC and Heating and the appropriate team is now investigating this pro and this will impact their eligibility to remain on our platform. Thank you so much for the feedback and for bringing this to our attention. We take all customer feedback seriously as we continue to strive for a better customer experience. Feedback like this is fuel to our fire to strive for something better than what we have built so far.
  
  - Next steps, we would like to offer you advice on the best way to recuperate your losses (if applicable) and to report the pro. 
  
  We advise you to leave a review for the provider on their web pages. This way your voice is heard and this information will be visible to other homeowners who may be searching for similar services. Leaving a review is incredibly valuable. 
  
  Moreover, we recommend you file a complaint against the pro with media programs, trade associations, the Better Business Bureau, the state ************************** and local and national consumer advocacy groups, and file a police report if you feel necessary. 
  
  Also, contact your State's **************************** In some states, whether a contractor is licensed or not, they will take on your case and help mediate between you and the professional to come to a resolution or help with arranging for you to take them to Small Claims Court. If the professional is required to be licensed, they have leverage to revoke their license and/or fine them.
  
  As well, if you gave a deposit and the pro did not finish the work and you have not received your money back or a response regarding the quality of their workmanship, we truly recommend alerting your bank and requesting that they refund you on the grounds of a fraudulent withdrawal, they might be able to help.
  
  Lastly, we recommend the legal route as a last resort when you feel that the suggestions and solutions provided to you are not correct.
  
  We do apologize since this took us a longer time to review than usual.
  
  Best regards, 
  Trust & Quality Team
  
  

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17676835
  
  I am rejecting this response because:  I have proof that he is not licensed!  Please see the email attached from the ***********.  He used duct tape and all of the freon leaked out.  I submitted pictures and a receipt.  There is nothing else to investigate.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/28/2022

  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 offers lead services to contractors. In 2018 or so i put 100 dollars on their site. I used 30. But they kinda just kept that too. So Back then i tried to get my money. Im sure they made it as hard as today. Saying they dont return money. I didnt use their service at all. My **************************************** NEVER USED. So out of the blue I get a txt about a lead. I call, they say I have a balance. i had forgot about it...Now its 2022. I have not used their s*** service...and I want my money back. They are a hack garbage company. No company can just say, you dont get it back...Its sitting on my profile. I can use it...but they wont give it back. Im a company, i dont do that c*** Or ...maybe I should.

  

  Business Response

  Date: 08/03/2022

  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 could not find any wrong doing on our side.
  -The balance in your Porch profile is a 'Welcome' credit (free credits) we gave you back on 05/25/2017. It is not money that you paid for any of our services.You can confirm this in the following link:   https://porch.com/pro/finances/5104432
  -You are requesting money for an amount you never disbursed.
  -In a couple of occasions we gave you lead credits after you signed-up for homeowner project leads while you were using the 'Welcome' credits we gave 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. 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.