Porch.com

All of my dialog was via text to the vendorI have several screenshotAll text messages are uploaded to Porch portalThey are NOT denying they have them Your system only allows me to uploas four files

After checking on Mr*** account, he has not spent any real dollars on leads from Porch to date We offer new customers a $credit to try our product and will even refund the credit amount if a lead happens to be "bad" (there are a few defined reasons for a bad lead) So far, Mr
*** has used the credit balance to purchase two leads and if they are bad for one of the defined reasons, customers can credit themselves back to their account.We are happy to work with Mr*** to help with any problems he is experiencing, customers can email us at [email protected] for help and one of our Customer Support Specialists can answer questions and solve customers problems

We appreciate Mr*** reaching outWe looked into the matter and there was an error in our system that prevented his cancellation from going into effectWe refunded his money on September 22. Thanks

Complaint: ***
I am rejecting this response because: the leads provided by porch.com were horrible at a piece and we're not refunded as promised and horrible customer service to me the contractor who is paying them Offered no refund I have kids told them that even I've never filed a complaint in my life but feel they stole from me
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We are continuing to work with Mr*** as part of the recent conversation he had with his account managerWe will continue to do our best to meet his needs as part of the effort we have discussed and put into place

Complaint: ***I am rejecting this response because:
The gentleman that called said they were undoing an additional charge of $400, but were not going to refund the original $they initially charged meI don't believe I should be responsible for paying for something that I did not getThey were hung up on the side of my complaint that I did not receive the assistance they told me that I would receiveHowever, I also did not receive the package that I agreed toAs stated before, I do not have time to call people to explain that I do not service their areaA woman from Porch called and said that she could fix thatIf that's the case, then it should have been fixed to begin with, not after I've decided to lodge a Revdex.com complaintPorch and I made and agreement, and they did not keep their end of the dealI did not get what I paid for, and want a full refund. Sincerely,*** *** ***

We strive to provide an excellent customer experience to our homeowners and professionals who use PorchIt is clear that Mr*** does not feel like we have provided him a great experience for a number of reasons and we want to be able to fix thatAs of the time of this response I was able to
issue credits to the customers account for leads that were out of policy For reference, we have our lead refund information on this page: http://porch.com/pro/resources/lessons/frequently-asked-questions/ Based on this feedback, we agree that this is difficult to find and are creating an easy path to this information directly from our home page and from our customers accounts This work should be completed in the next few weeks and will be live on our site Another great piece of feedback that we are actioning on is placing our professional-facing phone number in more places on the site and in the product, this should also be done relatively quickly in the next few weeks.To address customer service issues, I will be personally calling the customer to talk about this Again, we strive for an excellent experience and anything less than that is unacceptable.Thank you for taking the time to provide your feedback, I look forward to speaking with you!

Thanks for sending over the feedback, Mr***You bring up some great points that we have worked to fix because of feedback from companies like you and some others that we already have solutions for.Let's start with the refund of the lead Thankfully, you were credited the $for the
lead in question on 4/11/and you have since been able to purchase additional leads with that $We have a lead credit process in place today that allows contractors to credit themselves The details can be found on our youtube channel at this link: https://www.youtube.com/playlist?list=PL4O46MNuo9iA_apERxxNzq2k8nET4Rpnb Next time you receive a lead with a bad phone number it is returnable and you can easily do it yourself without having to speak to anyone Pretty cool!That doesn't make up for the fact that you weren't able to speak to anyone for help and you feel that you have received a poor customer experience We definitely strive to provide an excellent experience for our contractors and would like to be able to prove that to you We made a change to our website that shows our direct phone number and hours of operations It can be accessed from your Dashboard when you login at porch.com/pro Now you can easily find a number to call if you need help along with emailing us at [email protected] again for your feedback, we appreciate you giving us a shot and we look forward to continue working with you

We appreciate Mr*** *** reaching out with his concernOur account management team has connected with him and we have resolved this issue to his likingIf anything comes up that he needs further assistance with, we are happy to help

We are sorry that Ms*** has had a frustrating experienceWe have looked at the leads and we feel that quality ones were deliveredWhile we cannot provide a refund, we would be very happy to continue working with her to ensure she has quality output from her account to ensure the leads she has are acceptable

Mr***,Thank you for reaching out for some help with your issues. It looks like you have an open charge dispute on the amount that you reference in your note to the Revdex.com. The outcome of the dispute will help to determine our next steps.Let us know if there is anything else that we
can do for you and have a great day

We apologize that there was an inaccuracy in what was originally communicatedPorch does not do month to month terms, there is a 90-day minimum for all Premium accounts. When Mr*** reached out to express his desire to not sign up for a day commitment we cancelled his Premium account and issued the refund on 5/11/As noted, for some reason it did not process and we reissued the refund on 6/1/15.Porch asks for a 90-day commitment as it takes more than one month to fine tune the profile in order to supply appropriate leads and marketing supportEven though we have cancelled Mr***’s account, we have uploaded his projects so he can maintain a very strong Basic profileThis will ensure that he still has the opportunity to receive leads when they come in.Again, we are sorry for the confusion and have issued the refund

Mr***, thank you for reaching out for help and for being a customer of Porch. I completely understand that you would want the remaining balance on your account debited back to your credit/debit cardPer our terms of service, we don't refund any remaining balance back to the original form
of payment. However, as a one time courtesy I was able to issue a refund of $back to the original form of paymentThis was the remaining balance left on your account.I will look into the other points you made about encouraging a homeowner to be more broad with their project description, this is not a company policy so I will ensure that this behavior isn't still occurringWe are happy to work with you again in the future, thank you for being a customer!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, All though I do find that this resolution is satisfactory to meI believe that the response given by Porch.com was in half truthsThey failed to recognize the issue which was that they did not provide an accurate account of all the email correspondences between myself and the representativeI am glad that it is out there and known that they did not provide the service that I paid for and skirted the issue by ignoring my emails or when they did reply it was just to pacify me and not change a thingDid they express that out of leads actual contact was made or that all leads where not in my paid coverage area? Anyway
Sincerely, *** ***

Complaint: ***I am rejecting this response because:i want other consumers to know this company is misleading their productThey claim to give leads in your chosen and paid zip codesPorch does not deliver, I gave them two months and $ and did not receive one single lead in my chosen zip codesPlain and simple they promised me leads that they couldn't deliverThey stole my money is exactly how I feelOther people considering this company need to know the product is not what Porch claims.Sincerely,*** ***

Complaint: ***I am rejecting this response because:there wasn't I didn't agree to there terms as they have said Sincerely*** ***

Hi there,I apologize for your unsatisfactory experience using this pro.Thank you for bringing this to our attention; it's integral that we surface quality issues such as these so we can ensure our network of professionals is only of high quality.I have noted your feedback in this pro's account which
can affect their eligibility to be a part of our platform.Sincerely, Porch.com

The company acknowledges that the email correspondence between *** and our customer service team did not clearly define next steps after the credited monthTherefore, we’ve processed his $refund to the credit card, as requestedWe have also cancelled the subscription moving forward***
has been a customer for over a year now, and we value his business We’re sorry for any frustration this has caused and hope to have the opportunity to earn his business in the future

*** *** emailed into our support team on 1/10/to cancel his service with Porch. Their bill-date falls on the 9th of each month
(1/9/2017) so the request came in one day after the billing date. There was a delay in responding to Mr***’s initial request and he emailed us again on 1/13/and 1/19/17. We have canceled Mr***’s account and have refunded the most recent charge of $back to his debit/credit card per his request