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:10/22/2025

  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.

  Porch.com is a very unethical business. They provide no service or leads. They will von you and steal your money. Please do yourself a favor and stay away from these people. **** specialize in lying.

  

  Business Response

  Date: 10/24/2025

  Hello ****,
  
  We appreciate that you took the time to share your request with us again.
  We apologize for the delay in our response and want to assure you that we take all customer requests seriously.
  Actions Taken by Porch
  Case Escalation: Your case was escalated to a specialized team for further investigation to ensure it received thorough review and attention.
  Information Gathering: We collected all relevant details from prior interactions between Porch representatives and your company.
  Evaluation: Your request was carefully reviewed in accordance with our policies and procedures, with a focus on doing what is right and fair.
  Investigation Summary
  Below is a timeline of our interactions regarding your request:
  09/25/25: You spoke with ******** regarding a lead with incorrect contact information. After investigation, we confirmed that the phone number provided was valid; however, the call was disconnected. We attempted to call back and reached your voicemail.
  09/29/25: Customer Success Manager (CSM) ****** received your cancellation request. He called to discuss your concerns about the leads and verification process, but the call was disconnected. Follow-up calls went to voicemail.
  10/01/25: CSM ****** made another attempt to contact you and left a voicemail requesting to continue the conversation.
  10/02/25: You called our support line and spoke with *******, who connected you with CSM ******. During that call, ****** discussed lead types to improve your experience. You then requested cancellation of your Pay-Per-Lead subscription and ended the call. As requested, ****** completed the cancellation of your Pay-Per-Lead subscription. Your Vetted Membership remains active until July 30, 2026.
  Outcome
  After completing our review, we found no evidence of any error or failure on our part to meet our obligations. Therefore, we are unable to approve your request for a refund.
  We have completed the cancellation of your ********************* stopped the scheduled billing for it as of 10/01/25, and sent you an email notification confirming your remaining balance, which can be used for pay-as-you-go leads.
  As outlined in our Terms and Conditions, refunds are not available for purchases. Additionally, we found no invalid charges made to your credit card.
  For your reference, please see the following resources confirming our refund policy and terms:
  Frequently Asked Questions Porch Pro Resources-**************************************************************************************************
  Porch Terms and Conditions-*******************************************
  These Terms and Conditions were accepted when you created your Porch account.
  Thank you for your understanding. If you have further questions or concerns, please dont hesitate to reach out.
  

• Initial Complaint

  Date:10/17/2025

  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.

  ************* Protect/Porch has not fulfilled a still open claim to complete repairs to my home AC unit and this has been on going since late August to now middle of October. I have contacted them 7-8 times once to twice a week. There is never any record from my calls to get continued service on my claim and I was still within the window of my claim to still be service because the unit was not fully repaired from the first *********** Representative continue to either start a new claim each time or have no understanding. I've no requested managers but haven't heard from one. They also like to call you from a SPAM HIGH RISK TELEMARKETING *************) number that routes to your voicemail in hopes you don't call back or leave you thinking they are working on the claim. I have keep dated call records to when I've made contact to them and I recorded a recent call that was a result of the spam number.

  

  Business Response

  Date: 10/21/2025

  Hi *******,
  
  Thank you for sharing your experience with us.
  
  Upon reviewing your claim, it appears we are waiting on an invoice from the technician assigned to your claim, I have escalated the matter to the claim's supervisor, and he will be reaching out to you within 48 business hours.
  
  Please don't hesitate to reach out if you need any further assistance.
  
  Best regards!

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 24031891
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******-*****

• Initial Complaint

  Date:08/30/2025

  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 purchased a new home, and PSEG connected me with porch warranty. The salesman, *****, was nice and polite, but I'm sure he gave exaggerated information on what the warranty covered. I agreed to the warranty and gave all of my personal and card information. 15 mins later, I realized that my home was newly renovated and every single appliance, HVAC, etc, was still under warranty, and it made no sense to pay for this. I called back literally 15 mins later and spoke with **** and asked to cancel my account. I was on hold for 40 mins, and the cancellation department was conveniently "super busy". I called back again, and oddly enough, the same representative answered, and he placed me on a 30-minute hold, and the cancellation department couldn't be reached. He told me that they would call me back. That was over a week ago, and I have never received a call from them. This is a major security issue because they have my home address, credit card information, and all my personal information, and I can't get in contact with them to cancel. This is 100% unacceptable and unprofessional, and poses so many security concerns. The company hasn't charged my credit card yet, which is also concerning because they took my information, which is retained in their system, and they are holding on to it and not cancelling my account.

  

  Business Response

  Date: 09/02/2025

  Dear Ms. ********************* you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you've experienced.

  We understand your concerns regarding the warranty coverage and the difficulty you encountered while attempting to cancel your account. Your experience does not reflect the level of service we strive to provide, and we take your feedback seriously.

  To address your concerns:
  -We are currently reviewing your account and will ensure that no charges are processed.
  -Your cancellation request has been completed, and a cofirmation e-mail sent to the address on file.
  -We are also taking steps to ensure your personal and payment information is securely handled and removed from our system as appropriate.
  

  A representative from our team will reach out to you directly to confirm the resolution and answer any remaining questions. We appreciate your patience and the opportunity to make this right.

• Initial Complaint

  Date:07/16/2025

  Type:Product 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.

  The home warranty company porch contacted me 11 months into my 1 year account to verify if I would be continuing with my services, I verbally told them no I wanted to cancel and they confirmed. I believed that it would be settled but 3 months later Im still getting billed 64$ a month to my banking account and when I call they cancel but refuse to refund the money for services I terminated already

  

  Business Response

  Date: 07/16/2025

  Dear *****,

  Thank you for reaching out. While we were unable to locate a record of your cancellation request, we want to ensure you have a positive experience with us.

  As a gesture of goodwill, weve processed a refund for the payments made in June and July, totaling $123.84. This amount will be returned to the card on file and should appear in your account within 13 business days.

  We appreciate your patience and understanding. If you have any further questions or need assistance, please dont hesitate to reach out.

  Customer Answer

  Date: 07/16/2025

   
  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:06/16/2025

  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.

  In June 2024, I signed up for home warranty with First American Home Warranty. At the time of finalizing the contract, I was asked if I would like to speak to a Porch representative about complimentary services. I said no. A representative from Porch still emailed me and spoke to me over the phone, at the time about installing ADT Security, which I had already installed. Therefore, I did not accept any services from them. Now, upon renewing my home warranty contract, I realized I am being charged for Porch $61.92 monthly, and have been charged since June 2024! That's outrageous because I never signed up for anything, and my only interaction with Porch has been that initial phone call where I denied service. Please help, no one picks up the phone at Porch when I call, and the home warranty company claims to not have any knowledge on Porch charges as they say it is a completely separate service.

  

  Business Response

  Date: 06/23/2025

  Thank you for your feedback. We have looked into your complaint and found the following:

  You were contacted by Porch on 7/05/2024, in which we can confirm you declined our services and were not contacted further.

  However, upon researching the address we have on file for you, we spoke with someone at the same residence on June 6, 2024, connected to our concierge services through the utility company for the serviced address.

  Due to the service and card on file not being in the name, email address, or phone number that we have on file for the complainant, and to protect the privacy of our customers, we are unable to provide additional information within this complaint.

  Should the other person within the residence wish to provide us with consent to resolve a matter on their behalf, please have them reach us at ************** or email us at ************************************** from the email address we have on file for them.

  Thank you again for your feedback.

• Initial Complaint

  Date:05/29/2025

  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 has held a $200 balance hostage for over two years without refunding the money or giving any qualified leads. The balance is on profile, not able to withdraw nor receive any leads. They also attempt to auto renew yearly subscription of $300 after cancelation. They literally send you no leads.

  

  Business Response

  Date: 06/02/2025

  Hello ***,

  Thank you for taking the time to reach out and share your concerns. Were truly sorry to hear about your experience and understand how frustrating it must be to feel like your balance has been left unresolved and that leads havent met your expectations.

  Weve taken a careful look at your account to provide clarity and support:

  Your original membership was canceled on June 22, 2022, and that cancellation was confirmed at the time.

  A new membership was enrolled on June 3, 2024, which appears to have been reactivated from your end. That new membership was canceled, and we sent a confirmation on May 28, 2025, assuring that it will not renew going forward.

  We can confirm your $200 balance remains available in your account. That said, per our Terms of Use, subscription amounts are not refundable.

  We also understand your concerns about the lack of lead delivery. Our goal is always to connect professionals with qualified leads, but we recognize that results can vary based on your specific service area and current market demand.
  One of our Customer Success Managers spoke with you on May 28, 2025, to help clarify the situation, including the cancellation of the new membership and the assurance that no further charges will occur.

  Were genuinely sorry this experience hasnt met your expectations. If you're open to it, wed love the opportunity to help you explore how to get the most out of your remaining balance and discuss strategies to increase your chances of receiving leads.

  Please dont hesitate to reach out we're here to help in any way we can.

• Initial Complaint

  Date:05/28/2025

  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.

  I bought a 2 unit Apt building January ******************************************************************************************************************************************* on the porch warranty program. He told me what was covered and I agreed this would be helpful. I was told this would cover the entire building. Fast forward to today I called to try and enter a claim and I was informed that my plan only covered one unit. Seriously why would get a plan to cover one unit when there is two. If I had to purchase a plan for each unit that should have been told to me. However I chose this plan because it was affordable and I thought it would have provided me what I needed. But now I need to file a claim and I am unable to. Even though I held up my end of the bargain and made my payments.

  

  Business Response

  Date: 05/30/2025

  Thank you for your feedback. We truly apologize for your experience and have taken the time to review your plan. You have purchased one plan, which covers only your primary appliances for the address listed on the plan, per the terms of the contract. This is why the second claim was denied on a second unit. We are attempting to reach out to you to talk through the coverage and plan. If you wish to purchase coverage for the second unit, please let us know. We apologize for any inconvenience.

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23388531
  
  I am rejecting this response because: no one has called me. I called to discuss this matter first on 27 th of May and again today. Each time I was told a supervisor will be contacting me and this still has not happened. The response that was provided was only partially correct. I am aware I purchased one policy, however upon the purchase I was told it would cover the entire property. In this case I was miss informed because why would I purchase one plan for one unit and I have a property with 2 units. At the end of the day I'm just trying to submit a claim for my refrigerator either we can process this or not. My phone number is ************. If my claim can't be processed please just close my account as of today because this ridiculous and not good business.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 06/03/2025

  Dear ********,
  
  You were contacted yesterday regarding this issue and given options for a resolution. At this time, we await your response and believe that we have done our best to mitigate the issues at hand. If you have any further questions feel free to reach out. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23388531
  
  I am rejecting this response because: yes I was contacted on this issue. I was informed that this issue was a form of miscommunication on my property and this case should have been handled differently. Either way the representative said he will try and find a resolution and get back to me by Thursday. So I guess I will know soon.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 06/06/2025

  Hello ********,

  I hope this message finds you well.

  Following our interaction earlier today, It is to our understanding that we've reached an agreement on how to best resolve this issue. We greatly appreciate your patience and willingness to work with us to resolve this matter.
  
  If you have any further questions or concerns, please do not hesitate to reach out. We are committed to addressing any additional queries you may have and ensuring your complete satisfaction.
  
  Once again, we sincerely apologize for any inconvenience this situation may have caused. Your understanding and cooperation have been invaluable, and we are grateful for your continued support.
  
  Best regards!

  Customer Answer

  Date: 06/07/2025

   
  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:05/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was provided a line to porch warranty through my home inspection for buying a new house. The conversation with the salesman was good and it seemed like it all made sense. I asked if I could cancel any time and they said I could. After having the services for 2 months I realized I didn't want them any more and tried to cancel. Cancellation is not easy. I sent an email saying I wanted to cancel and the concierge team got back to me after a few days saying their specialist was going to contact me. I did not hear from them ever again. I've sent multiple emails asking for a confirmation of cancellation and they've all been ignored while still charging my card. If cancellation is wanted by the consumer and the consumer was told subscription can be canceled at any time, then it's on the company to actually respond to the consumer. It's a scam, they just want your money.

  

  Business Response

  Date: 05/28/2025

  Mr. *********,

  After reviewing the account, it appears the initial request to cancel was submitted on April 17th. At that time your account was referred to retentions, they attempted to reach out to you to confirm cancellation and were unable to reach you. At this time the account has been cancelled and a full refund of $186.76 has been processed to the card on file. The refund should be shown in the account in 1-3 business days. If you have any further questions or need any assistance in the future, please reach out. Thank you for your business.

  Customer Answer

  Date: 05/28/2025

   
  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:04/24/2025

  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.COM sold or gave my home address to scam contractors who came to my home to sell nonexistent services and supplied

  

  Business Response

  Date: 04/28/2025

  Hello  JML,
  
  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 to our policies and procedures, but always maintaining a Whats the right thing to do? mentality.
  
  Porchs Investigation:
  
   - We have attempted to call the phone number provided ( ending in 1245) as your contact information numerous times, without success.
  
  -We also used the address you provided to search for a profile on our platform, and we have had no results in finding a match. We also noticed it shows to be an apartment building.  Our contractors would not go out to an apartment building to do a job, as they would need to speak to the apartment builder's owner to perform any work and have authorization.

  
  Porchs Outcome:
  
   - While we respect your request, we have not been able to locate any profile on our Network that would match the contact information provided. We want to be able to properly assist you and resolve any concern you would have as we are a trustworthy lead generating company and in no way would we send someone to your home. If you could please give us a call at **************, so we can properly assist you or provide any valid contact or account information, to further review your request.  

• Initial Complaint

  Date:03/27/2025

  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 am filing a formal complaint against Porch Warranty for failing to resolve my appliance repair claims in a timely and professional manner, along with poor communication and unfulfilled *********** original claim was submitted on 12/19/2024, and I spoke with ******* Bahena *******. A technician, ******* from ****** Appliance Repair, was sent out multiple times but was unable to repair either my dishwasher or stove.After several failed attempts to reach ******* for follow-up, I sent an email on 1/29/2025 but received no response. When I called again, I was told the dishwasher claim had been closeddespite the appliance still not working.Eventually, I spoke with an analyst (possibly named ***) who acknowledged the issue and said I would be mailed a check for both appliances, as the tech confirmed he couldnt fix the stove. On 2/24/2025, I was told the check would arrive within 23 weeks and to call back if not received.I called on 3/24/2025 and was told the check hadnt been printed and was awaiting approval. I was promised a call back that day with an update, which never came. I called again on 3/25/2025 and was told the claim was being expedited. Still no call. On 3/26/2025, I spoke with ********, who said the check was in the finance department and could take up to ******************************************************************* finance and was denied both times. The agent was dismissive and spoke over me throughout the call.This experience has been incredibly frustrating. Porch Warranty has failed to resolve the issue, broken promises, and provided poor customer service. I am requesting immediate issuance of the refund check for both appliances, with written confirmation of resolution.

  

  Business Response

  Date: 03/31/2025

  Dear ********,

  
  We are sorry for any inconvenience, after the conversation we had earlier today we feel that your issues have been resolved. To recap we understand the frustration and will look into the customer service complaints. Also, the check was mailed on the 25th of March and should be received soon, you have been given a direct contact in order to follow up if needed. We appreciate your business and again are very sorry for any misunderstanding, or inconvenience that occurred during your experience. We strive to ensure the best experience for all customers.

  Customer Answer

  Date: 04/07/2025

  Hi ******! I'm sorry I missed the window to respond to my BBB complaint against Porch. I did finally receive the check as promised, but I still want to point out that the company only sent the check out with my multiple follow-ups. The check was mailed a month after I originally spoke to an analyst at Porch who told me I would receive the check in 2-3 weeks. This is a recurring issue with Porch. It seems that if you do not constantly follow up and hold them accountable, they will not follow through with their promises. I still do not recommend this company and seriously question their ethics.

   

  Thank you so much for your help with this matter! Feel free to reach out if you have any questions.

   

  ******** *******

  ************