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:01/02/2025

  Type:Billing 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.

  Dear BBB,I am submitting this complaint because both Mor and I have made several attempts to contact Porch to cancel our account and subscription, but our requests have not been addressed appropriately.Despite explicitly requesting account cancellation on December 20, Porch only responded by lowering my budget to $80, which I never requested. Additionally, I asked for the removal of my payment card from their system to prevent further charges, but this request has also been ignored. I have reached out to Porch via email, phone calls, and their online support portal. Each time I call customer service, I am placed on hold for extended periods, only to be told that I should wait 48 business hours for a response from the Customer Success Team, who is handling my ********** main request was to cancel my account immediately before the monthly budget renewal on December 26, but I have yet to receive any confirmation of cancellation or action on my request. I initially joined Porch on September 18 and paid a total of $750 as of today. However, the service has been a complete disappointment. The platform has provided no valuable leads, and the few leads I received were of extremely poor quality, with most being non-responsive or spam. I am fully willing to pay for a platform that delivers quality leads, but unfortunately, Porch has not met that expectation.I am requesting that the BBB assist in addressing this issue and facilitate the cancellation of my account. I would appreciate a prompt resolution, as I no longer wish to be charged for a service I am not using.Thank you for your assistance.Sincerely, Roi ***** Co-founder, *************** and Build **************

  

  Business Response

  Date: 01/03/2025

  Hello Roi *****,  
  
  Thank you for that information. We will make sure to review it and get back to you as soon as we have an answer and/or a potential resolution. We have your case under review and to prevent any additional budget reload the budget was set at $80.00 in the meantime.  
  
  We will reach out through the BBB platform. Our usual turnaround time for claims is 2-5 business days. Please feel free to reach out replying to this email. 
  
  Best regards,  
  Trust & Quality Team 

  Customer Answer

  Date: 01/13/2025

  Dear ******,

  I wanted to inform you that I missed the 7-day window to respond regarding the issue with Porch Pro. However, Im happy to report that Porch Pro has finally canceled the monthly budget.

  Thank you so much for your assistance in helping us resolve this matter.

   

  --

  Best regards,

  ***

  Lead *********************************************************** & Build

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

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

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

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

• Initial Complaint

  Date:12/20/2024

  Type:Sales and Advertising 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.

  Had business with Porch until the beginning of 2024. We were buying "Roofing Leads" from them. Turns out all of those "exclusive leads" were not real, no true homeowners. This alone made us stop the service altogether in June. We spoke to Customer Support, they advised we would stop the lead generation and the annual subscription which was paid for already. Fast forward to December. We had two charges made, from $130 and $360 on two different accounts. We contacted Customer Support again. First ***** I spoke to was completely unaware of the situation, he could not provide any information and told us we would get a call back to sort everything out. Second ***** called some days after that. We were told those charges had been done because the annual memberships were not cancelled and that we could not get a refund for those. We had everything cancelled by another representative that did not do his job properly apparently and when we asked for a supervisor or a legal department, ******, the representative, advised they did not have either of those. Summarized: We asked for a complete cancellation which was not done properly, we got charged for a service that not only did it underperformed, but was not transparent, nor honest. And then we got charged again for it with no possibility of a refund not the chance to talk to a supervisor or a legal department. Which according to customer service, they don't have.

  

  Business Response

  Date: 12/26/2024

  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 ***resentatives and your company.
  
  - Evaluated your request in accordance to our policies and procedures, but always maintaining a Whats the right thing to do? mentality.
  
   
  
  Porchs Investigation:
  
  - We will initiate by presenting facts, below is a summary:
  
  - 06/19/2024. CSM tried to contact Pro via phone to ************** / **************, but we only could left a message with the customer service **** since ******* ******, **** ****** or ******* ***** were not available to take the call the 2 times we tried, we sent an email same date 06/19/2024.
  
  - 06/27/2024. CSM called ************** / ************** / **************, he had to left a message with a customer service **** second call he was connected to ******* but he hung up immediately, CSM called back and asked to speak with ******* since he was listed as an authorized person on the account, he said he will pass the message to the owners **** and ******* and ignored the reasin for the call saying they will call back, we sent an email with info.
  
  - 07/02/2024. CSM called **************, we had to eft a message with a customer service *** since they said neither **** or ******* were there, we explained was due to their cancel request, the *** said trhey will pass the message and **** or ******* should call us back, we sent an email.
  
  - 07/17/2024. CSM called ************** / **************, we had to eft a message with a customer service *** since they said neither **** or ******* were there, we explained was due to their cancel request, the *** said trhey will pass the message and **** or ******* should call us back, we sent an email.
  
  - 07/23/2024. CSM called **************, We spoke with a customer service **** he said neither **** or ******* were available and said they may not want to talk with us and that's why they haven't called back, we explained that we must speak with them due to the cancelation process, the *** said they will passed the message, we sent an email. 
  
  - 07/30/2024. CSM called ************** / **************, same situation Neither **** or ******* were there and they will pass the message, we sent an email.
  
  - 08/12/2024. CSM called **************, we didn't get a hold of anyone and there was not option to leave a voicemail, we sent an email.
  
  - 08/13/2024. CSM called **************, we left message with a customer service *** and let them know we will cancel the verify leads, we informed they have 3 accounts and we will cancel the verify leads on the 3 accounts, since we didn't get a hold of the owners or authorized users we couldn't review the option for the Vetted Membership, we sent an email for the 3 accounts.
  
   
  
  Porchs Outcome:
  
  - While we respect your request, we found no wrong doing on our side to consider "we have failed you". We cannot favor your request towards a refund of your balance, thus we decline this as an option. We have been honoring the information presented to you prior to your purchase and we have confirmed that we answered your leads credit requests on time. Additionally, we have made no invalid charges to your credit card. In this section, you will find information confirming that we do not complete refunds for purchases:  ************************************************************************************************** &
  
  ******************************************* . These terms and conditions were accepted by you when creating your Porch account.
  
  - Please give us a call to ************ if you have any other doubt. 

• Initial Complaint

  Date:12/05/2024

  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.

  Ive been calling this company Called porch.com before I registered I called and asked for a specific leads that I need the person that was answering the phone name ***** was telling me that they have all the leads that Im looking for available as of today after I purchased the membership I found out that they have nothing from what I asked for and of course not something from today like he been saying before I was getting the membership he claimed that he have 10 leads for garage door and they didnt even had one When I asked for my money back this *** **** that happened to be the supervisor as well changed completely and became rude and told me that he will issue a ticket for a refund but they will deduct a $50 for a management fee after he lied to me that he have the leads Im looking for available for today and not only this he wanted me to wait a day or till after the weekend to get my refund this is a scam company and I want my all money back.

  

  Business Response

  Date: 12/06/2024

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

  
  Your request has been submitted, and a Customer Success Manager will be contacting you within the next 48 hours to assist you.

• Initial Complaint

  Date:11/26/2024

  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 gave them $300 last year and I didn't get a single job from them and all they've done is weasel out of giving me credits back to try to earn a lead. I don't feel they deserve my money whatsoever since they failed to deliver their product which is getting me in touch with homeowners. The last 75 something dollars that I had re-credited to my account almost five or six times because they keep selling leads that are not real people. Giving you numbers that go straight to voicemail like the latest one that they sold me ******* ******** for *****. I called 5 times and left voicemails to a ****** number that never rang. And I left 2 text. They require two calls and two texts in 3 days and if I get no one to respond then they credit. I called and texted twice each and three days and now they're telling me well it's actually 72 hours. So at the end of the third day when I tried to get the refund it wasn't eligible because it fell out of the 72-hour time bracket. However nowhere doesn't mention 72 hours. It only mentions 3 days. So now they're denying me a credit and making up stuff as they go and I've got the proof of that. That's stealing my money. And that's what they've done all along the way since I gave them a $300 deposit last year I want my money back.

  

  Business Response

  Date: 11/26/2024

  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.
  
  

  Customer Answer

  Date: 12/05/2024

  Yes I've provided enough information. The fine print says 3 days, the email they said 72 hours, therefore making it 4 days on their platform with out explaining that in their disclaimer, when in reality it was still the third day. They didn't honor what the fine print says. A day is a day, till the end of the day. If they wanted me to know it was 72 hours, they should've specified in the fine print. Their response was completely unprofessional. Especially at the end.This is the second time they've kept my money this way on a stale lead that only rings once. They are crooked and they also sell false leads. When they are not busy doing that, they are selling **** leads. I have proof of a customer 2 years ago stating they only used **** and not sure how they got me through Porch. Two customers actually. Well I do know, they are buying leads as contractors and double selling them as fresh leads. They mix false and 'hand me down' leads on top of real ones to still look legit, though it's been over a year since I've gotten a legit lead.  
  I can prove and back up everything I'm saying to prove they simple have stolen all my money and I haven't gotten a job from them in almost two years. Contractors should only be charged when they are able to go successfully bid a job. That's being a fair lead base company. Instead they treat the customers, which is us, like fools and weasel away anyway they can to keep your money and not credit you back. I've already sent proof for the one lead, but I am requesting to be refunded all the way back since I paid to be vetted, because I haven't landed a single job since then. I've spent countless hours over the phone arguing with them in circles till I hang up mad. 
  
  I'd be happy to supply supporting corespondences I've saved to prove they were selling **** leads, however I've already proved they change their rules around when it suits them. I won't accept any response but a refundbof my money they stole for a service they didn't provide.
  
  Last company I was with did the same thing. CraftJack. I proved the same thing and the BBB got me a refund of around 500 dollars. Here I am with another crooked lead generating company doing the same thing, and I've saved many unprofessional messages from Porch as well over the past two years.
  
  Here is a pic of leads I purchased dating back 3 years that they left waiting "in review"
  Most of them are 54 dollar leads. Never refunded...just left in review status...completely eligible for refunds, they just never got around to it. They've simply been stealing my money. I want a refund. Ive taken it to the BBB to help fight to get my refunds. 
  Thank you for any help ******.
  

  
  

  

  Business Response

  Date: 12/13/2024

  Porchs Investigation:
  
  - We will initiate by presenting facts, below is a summary:
  
  - 11/12/2024. We received a Credit Request for lead  ******* ********.
  
  - 11/13/2024. We trried to call you to explain the Lead Credit Policy for Unresponsive leads with no answer
  
  - 11/26/2024. We receive the lead credit Request for Lead  ******* ********
  
  - 11/26/2024. There are multiple contact attempts via phone and email. We explained via email our Lead Credit Policy for why the credit was denied as not fully qualify as an Unresponsive lead and we got reply from the Profecional only via email, we tried to called multiple times to see if we can review the option for a goodwill credit but he never answer to the calls.
  
  - 11/27/2024. We contonue trying to call the Profecional and leave several voicemails with no response 
  
  - 11/28/2024 to 12/12/2024. We contonue trying to call the Profecional and leave several voicemails with no response
  
  
   
  
  Porchs Outcome:
  
  - While we respect your request, we found no wrong doing on our side to consider "we have failed you". We cannot favor your request towards a refund of your balance, thus we decline this as an option. We have been honoring the information presented to you prior to your purchase and we have confirmed that we answered your leads credit requests on time. Additionally, we have made no invalid charges to your credit card. In this section, you will find information confirming that we do not complete refunds for purchases:  ************************************************************************************************** &
  
  ******************************************* . These terms and conditions were accepted by you when creating your Porch account.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22607290
  
  I am rejecting this response because:

  I feel like I'm a broken record here. The ******* ******** lead, I called twice and messaged twice within 3 days. That's what it says in the fineprint. You guys weaseled 70 bucks from me because you changed the terms to 72 hours instead of 3 days. That is theft. Also I provided plenty of other leads never refunded. 

  Yes your business failed me and I want my money back. Yes I don't answer your calls because I'm doing talking over the phone. I want everything in writing for a reason. I've saved all our correspondences through email, so stop making it sound like I'm unresponsive. I've been more than professional and patient. I was Guaranteed I'd get jobs when I paid to go vetted or I would get refunded. I've gotten no jobs. I've been with Porch for what like 6 years or more? When new ownership took over, you guys over saturated the market with false leads and you guys weasel out of refunding credits. You guys also doubled the prices of the leads. I don't get where you people get off. So you guys can own up to what you promised and get me a refund, or I can just start talking to my lawyer on how to proceed. You people aren't going to just lie and steal from me.
  
  Sincerely,
  
  Dutch ******

• Initial Complaint

  Date:11/19/2024

  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.

  This company continues to call even after having found a contractor through their service . I am getting multiple calls and texts every day even though I have told them to stop. It is going on 5 days since using the Porch service to get a contractor and each day I get these calls. Can't figure out how to stop it . Even my contractor seems unable to stop it.

  

  Business Response

  Date: 11/20/2024

  We want to apologize for this experience and misunderstanding. This is certainly not the experience we aim to deliver at Porch! Thank you for this valuable feedback, as we are always working to improve our customer experience. We have removed your project from our system.

  
  Please email us at ********************************** or give us a call at our phone number ************** if you need additional assistance on this matter.

  Thank you. 

  Customer Answer

  Date: 11/20/2024

   
  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:11/18/2024

  Type:Sales and Advertising 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 started using Porch.com services recently by purchasing two leads, the first lead was legit and I was able to get the job, the second lead however, lead to absolutely nowhere. We've called the owner everyday for an entire week but she never responded to our calls, we also wrote to her the first day but this also didn't yelled any results. Now... when you're about to purchase the lead, Porch explicitly shows these words in their website: "Satisfaction guaranteed. If we don't deliver, we'll make it right" When you click on the exclamation sign next to this statement, you don't get any details on how they will make things work for you, you get a bunch of other stuff that has nothing to do with this supposed "Satisfaction guaranteed". Unfortunately when it comes to actually asking for a credit for a bad lead, they clearly states that a lead will only be credited to your account if... the owner cancelled the project, or if he or she never responds to any of the pros that have reach out to him/her. This makes no sense whatsoever because a homeowner usually requests more than one quote to have more options, secondly... the fact that they don't post their policy where one could easily find it is another red flag. They do place the "Satisfaction guaranteed" statement before you buy the lead, but do not explain how this policy work. These guys run a scamming company and they are could care one bit about what anyone thinks about it. Just be careful and do your research first before doing business with these con artists!

  

  Business Response

  Date: 11/20/2024

  Dear Better Business Bureau, 
  Thank you for taking the time to contact Porch regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.  

  Porch is responding to the consumer complaint from Mr. **** ****, BBB case number ******** regarding a refund. We understand that Mr. **** would like a credit of $55.00.

  Our records indicate that on 11/18/2024 at 11:46 AM (PST), Mr. **** submitted a request for a lead credit, stating that the homeowner was unresponsive, the outreach requirements were not met. We called the professional back without receiving an answer. We notified the resolution by email and left a voicemail.
  Mr. **** called in on 11/18/2024 at 3:48 PM (PST) to follow up on the lead credit request. The professional was informed of the process for handling an unresponsive lead, including the outreach requirements, and the credit was issued to the account as a courtesy *******.

  We hope you understand that we must adhere to the policies dictated by the company.  
  In addition, at the time of completing their booking/subscription on our website/platform, Mr. **** agreed to our Terms of Use, which expressly state the following: Our Terms of Use, and we also provide access to our Lead Credit Policy (*****************************************************).
  
  We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. 
  
  Sincerely,                                                     
  Trust & Quality Team 

• Initial Complaint

  Date:10/25/2024

  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.

  I was online researching online ways of contacting a handyman to determine if a job in my home could be done based on location and size. Within minutes a received a call from one of the links I looked at called "Porch". They explained their services and that they could connect me to handymen that perform the job I needed to discuss potential job choices. I was told the service was free to the homeowner and there would be charges should I accept the job and begin a contract. This particular job was to measure 10 feet of my stair railing. The handyman arrived and measure and left. I was never followed up by Porch or the handyman. Several days later I received an email stating I owe $175.00 for the measuring service. I emailed and called Porch to advise I was told nor agreed to this flat charge to measure a railing. I was aware that there would be fees should I accept the contractor and move forward. I explained that there website never disclosed any fees and that I know the calls are recorded, therefore, I demanded that the recording be offered to confirm my statement. The supervisor was very rude and said that they determine the fees themselves. She stated I was made aware of the fact that I would be charged if the contractor was accepted and I moved forward with the work which was duly noted, however, never would I have agreed to pay $175.00 to measure 10 feet of railing for no reason! This company is very tricky in how they play their games and present information. There should be some regulation and due to the fact that their website absolutely states "NO FEE TO THE HOMEOWNER" and then they try to sneak in charges when you speak with them is absolutely unacceptable! I will be hiring an attorney as well but I want this situation investigated with a resolution.

  

  Business Response

  Date: 10/25/2024

  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact Porch regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.          
  
  Porch is responding to the consumer complaint from Mrs. ***** *******, BBB case number ******** regarding a billing adjustment.  We understand that Mrs. ******* would like to have the $175 payment waived for project 532114. 
  
  Our records indicate on October 4th., one of our agents helped her book a consultation visit and informed her about the $175 fee she would have to pay for this. 
  
  We listened to the call and can confirm we reiterated about the consult visit cost twice during the conversation and the customer acknowledged and agreed to continue scheduling the appointment.   
  
  Additional Relevant Actions Taken: 
  Today, October 25th., our Sales and **************** Manager contacted the customer to clarify this and informed her that we are expecting payment as our handyman assisted with the consultation, and she was aware of the $175 fee.   
   
  Porchs Outcome:   
  Were expecting payment from the customer; however, were willing to offer a discount. The customer can reach out to one of our managers directly on the phone number ************, and request to speak with ***** ******* or **** *******. 
  
  We hope you understand that we must adhere to the policies dictated by the company.  
  
  We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. 
  
  Sincerely,                                                     
  Trust & Quality Team 
  

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22473350
  
  Thank you for your reply and negotiated payment offer of which I will pay if I have made an error. 
  
  I am requesting permission to review the recorded conversation stating that the visit regarded as an estimate to determine if work could be done was to cost me $175.00. 
  

  I have spoken with my company attorney and he has confirmed that I am within my rights to review any recorded conversation to confirm that I am to pay the fee for the visit.  
  

  If I did not understand the phone operator correctly then I agree to correspond with Porch to resolve this matter after coming to an agreed amount per their offer. 
  
  Sincerely,
  
  Dr. ***** *******

  

  Business Response

  Date: 11/06/2024

  Hello,
  
  Thank you for bringing this to our attention. We reviewed your request thoroughly and we can confirm that one of our Porch Managers reviewed the call and confirmed the customer was informed twice during the call about the cost of the service. 
  
  We would love to help with any clarification, and the customer can reach out to one of our managers directly on the phone number ************, and request to speak with **** *******. 
  
  Thank you!

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22473350
  
  As I stated in my previous reply I am very happy to comply and discuss these charges upon my review of the recorded conversation.  Just accepting the company's reply that they have reviewed it does not support any conclusion.  I was legally advised that I am entitled by law to review my own recorded conversation to confirm my responsibility.   At that point I will be more than happy to discuss with the company steps towards resolution.
  
  Sincerely,
  
  Dr. ***** *******

  

  Business Response

  Date: 11/21/2024

  Attached you may find the booking call, where you can verify that pricing information for the onsite visit was discussed around minute 10:07 when she was informed about the $175 fee.
  
  In this case, we're still expecting payment from the customer and she can submit her payment information through a secure link we had sent her. We would be happy to assist in sending it again or having one of our managers call to help her and safely collect her payment information.
  
  We thank you again for allowing us the opportunity to address the issue that was brought to our attention. 
  

  
  

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22473350
  
  I am rejecting this response because I am unable to open the link.  I have provided a screen shot of what opens when I apply the link as directed so there is no way for anyone to hear any recording via that link.

  Please provide a link that is formatted properly as to be able to open and review.

  Thank you.

  Sincerely,
  
  Dr. ***** *******

  

  Business Response

  Date: 11/27/2024

  Hi Mrs. ***** ******* and BBB,
  
  We have sent the recording directly to Mrs. ********* email and C.C. BBB Complaints <*********************************************************************> for awareness. This is to reply regarding BBB Complaint # ********, for a billing adjustment for project 532114. 
  
  The BBB Platform does not support MP3 files so we only sent the file through there. 
  
  All communication future must continue through this BBB platform, thank you.
  

• Initial Complaint

  Date:10/22/2024

  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 never submitted any request for work through their service but I have in 48 hours received over 30 calls and 8 texts from people they sold my information to. They are continuous and are coming from different numbers each time so I cant keep up with blocking them. I texted STOP to the original number immediately but they wont stop.

  

  Business Response

  Date: 10/25/2024

  We want to apologize for this experience and misunderstanding. This is certainly not the experience we aim to deliver at Porch! Thank you for this valuable feedback, as we are always working to improve our customer experience. 
  
  Please email us at ********************************** or give us a call at our phone number **************, so we can assist with this matter. Kindly include a brief explanation, your email address and phone number to help us locate the project request and be able to stop the calls. Thank you! 

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22460445
  
  I am rejecting this response because:
  

  Porch claims to only have called me 3 times but this is grossly understated and despite all my opt outs I still received an additional 3 calls today.  
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 10/31/2024

  Hello ******, 

  We sincerely apologize for your recent experience with us. Your project has been removed from our system, and we have placed you on our do not call list, ensuring that you will not receive any further communications from Porch.

  Thank you for your valuable feedback and your understanding in this matter.

   

   

• Initial Complaint

  Date:09/25/2024

  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.

  This entire porch website is a scam ! Literally every lead is no good no response at all ! And then they say no credit when the person never even said or did anything

  

  Business Response

  Date: 10/03/2024

  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 with our policies and procedures, but always maintaining a Whats the right thing to do? mentality.
  
  Porchs Investigation:
  - We will initiate by presenting facts, below is a summary:

  -We show you were on a pay as you go plan without any type of paid subscription to Porch.

  -You decided to buy 2 different leads for the homeowners ****** *. and ***** E.

  -The lead of ****** was credited back to your Porch account 9/23 for a total of $58.

  -On 9/24, you purchased the lead of ***** E. with the same $58 that had been credited back to your Porch Account for the previouse lead.

  -You submitted a credit request for the lead of ***** E.; however apond our review we confirmed ***** was repsonsive to another Professional and based on our lead credit policy this does not qualify as an unrepsonsive lead. Please check the policy on the following link:https://porch.com/pro/lead-credit-policy

   

  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 thus we decline this as an option. We have been honoring the information presented to you prior to your purchase and we have confirmed that we answered your leads credit requests on time. Additionally, we have made no invalid charges to your credit card. In this section, you will find information confirming that we do not complete refunds for purchases:  ************************************************************************************************************;
  ************************************************;. These terms and conditions were accepted by you when creating your Porch account.

  Aside from this you had already request the full removal of your Porch profile and we successfully suppressed your profile as of 9/26/2024. 

   

• Initial Complaint

  Date:09/07/2024

  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.

  Three days ago I began receiving CONSTANT phone calls from multiple different contractors asking about installation quotes and asking when I want to get started on projects. This was extremely confusing as I never requested any quotes for any home projects, never reached out to anyone, and do not own a home. After searching numbers and asking questions I discovered my information was obtained by these random contractors through Porch.com. They have somehow acquired my information and sold it to a bunch of contractors under the guise that Im a potential customer, when that is untrue and I never gave Porch.com my information in the first place. This is extremely unethical and I need to know where Porch.com obtained my information.

  

  Business Response

  Date: 09/16/2024

  Dear Mrs. ****** *******,
  
  Thank you for bringing your concerns to our attention. Upon reviewing your inquiry, it appears that on 9/4/2024 at 2:49:31 PM CST, you accepted a checkbox with the **** (Telephone Consumer Protection Act) which outlined the terms of service and privacy policy. It was stated that this authorization did not obligate you to purchase any products or services, and you retained the right to revoke consent at any time.
  
  **** Language: By clicking submit I agree to the Terms of Service and Privacy Policy and authorize up to 4 companies, their contractors, and partners to contact me with offers about their product or services by telephone calls and emails and artificial voice, and pre-recorded and text messages and using an automated telephone technology, to the number and email I provided above
  
  We would like to clarify that we do not sell your information. The authorization you provided pertained to contact from our partners for service inquiries, with the understanding that no purchase was required.
  
  We apologize for any confusion or inconvenience this may have caused. Please feel free to reach out if you require further clarification or assistance.