Porch.com

We are sorry for the confusion Mr. [redacted] experienced. One of our reps connected with him this morning and confirmed that both his cancellation and refund request have been processed.

It is correct that Porch charged the customers debit/credit card twice on the same day.  There was an error with our billing system that we have since fixed that will prevent this problem from occurring again in the future. We have honored the customers request and refunded the duplicate charge...

back to his initial form of payment.

Complaint: [redacted]I am rejecting this response because:When the salesman contacted me about this program He DIDN"T inform me of any Terms of Service .  He told me that it was a verbal contract.  I had asked him to send me something in writing and he told me that wasn't necessary.  Also they had told me that I would get 8 leads a month and that didn't happen either.    So with that said I  want a refund because of the fraud that they have perpetrated  on me and my company.  They can say all that they want about credits, But I was never informed about no refunds.  Sincerely,[redacted]

She was let out of her 90 day agreement and was never billed for May. She was only charged for March and April. If she was charged for May, please let us know and we will ensure that month gets refunded.

Complaint: [redacted]I am rejecting this response because:I am rejecting this response because: Nicely enough, Porch has outlined our chain of events. Including how soon I was to complain that they were not honoring our agreement, and that I was quick to demand a full refund, which they declined. That's why we are here. Porch feels they do not need to refund me my money, and I do. When you do not deliver what you are paid for, you are in the wrong. They admitted this, but refuse to refund me. Due to how far they have dragged this out, I will most certainly never consider doing business with them again, and I will be sure to go out of my way to let all the business owners in the Tampa Bay area, as well as post as many places as possilbe online of what poor service this company provides, and what a hard time they give their clients. Very, very unhappy. Amazingly surprised. Still demand my money back. It's a no brainer. This is actually considered theft in the logical sense. Sincerely,[redacted]

Mr. [redacted],Thank you for getting in touch with us so that we can help solve your issue.  It looks like your account has been credited the $65 by one of our customer service representatives just this morning. Let us know if there is anything else that we can do for you and thank you for being a...

Porch customer!-Matthew B

We found the account of the business but there was no transaction history. We then proceeded to call the business owner and she did not have any more information because her friend is the one who owns the account, and said the friend isn't available. Her main concern is that she couldn't...

find our support number. We proceeded to give her the contact info to pass on to her friend to resolve the issue.

Thank you for reaching out. Based on the timeframe that Mr. [redacted] filed his complaint on 04/29/15, Porch has spoken with him and rectified the cancellation by resigninghim up with the same zips he had already paid for.  Since May 1st Mr. [redacted] has received a total of 22 leads - 16...

email and 6 phone.  We have made several attempts to reach Mr. [redacted] via phone and email to address any further concerns he has. We have not heard back but look forward to hearing from him.

Hello again [redacted],I understand that you feel as if your problem has not been resolved and I want to be able to help!  I have attached a screenshot from your "Transaction History" page that I referenced in my previous response.  This is a snapshot of your history with us to illustrate what I had mentioned previously.  You have been able to issue yourself nearly $500 in credits since joining Porch and we are always happy to work with our customers to ensure that you are satisfied with our service.If you would like, I am still very interested in speaking to you personally!  Please email [email protected] and ask for Matthew B so that we can setup a time to talk.-Matthew B

Ms. [redacted] first requested to cancel Porch service on 9/6/2016. Porch sent her an email on 9/7 letting her know we've received her request and that she is paid through until her next bill date. On 9/9, she spoke with Porch employee, Joanna K[redacted]. Joanna K[redacted] says that she "attempted to...

help her adjust things on her profile to make sure that between now and the end of their service, they receive leads that work for them.
The issues that she had were easily remedied with changes on the profile, but she was not interested in moving forward. I let her know that we would not be able to refund the latest billing because we required a 15 day cancellation notice (noted in porch.com/about/terms), and her request came in 3 days after her bill date. She then said she would dispute the charges and hung up."
We received the Revdex.com dispute on 9/27, and James Y[redacted] called each day until he was able to speak with her on 9/29. James decided to refund the remaining balance on the account (as a courtesy) and made sure the account was canceled after their conversation.[redacted] said over the phone that if we gave her the refund of the remaining balance and stopped sending her leads, she would be happy to write a follow up saying that the issue has been resolved. James has stopped the leads and confirmed the refund.

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After further review of this complaint, Porch contacted this homeowner on November 4th to collect required...

documentation to pursue a claim. Porch has been working directly with this homeowner to resolve this complaint and has offered to cover the cost of damaged property. The pro, [redacted] Electric, will no longer be eligible to receive Porch project requests and we recommended the homeowners leave a review on their Porch profile.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

He requested to cancel on 3/18/16 before his 3rd charge of the 90 day agreement. His 3rd and final charge was on 3/21/16, and so he was also within the 15 day cancellation policy. We held him to the agreement and our policy and worked with him to discuss his current experience and to figure out a...

resolution. He is currently on my calendar to be cancelled before his 4th charge, and he will not be charged on 4/21/16.
[redacted]’s main complaint was that homeowners are not calling him back. He said that he is responding to the as soon as possible, but after diving in further, he said he is only calling them once, and not emailing or texting to get a response. I asked him as to why he doesn’t call more than one time or email to follow up with the homeowner, and he stated that “he doesn’t want to nag” and that “it makes him feel uncomfortable”. We talked to him about how calling ASAP is great, but homeowners are busy and they might not be able to get back to him as quickly as he would like. Homeowners are also forgetful, and that is why multiple calls are necessary. We encouraged him to contact homeowners multiple times and he said that he would work on this. At the time of Onboarding, it was explained to [redacted] that no more than 3 other contractors could receive the same contact information of a homeowner, and that is the reason why responsiveness is key.
[redacted]’s claims that more than half of the leads that he receives are not in his scope does not seem accurate, as the only lead from us that he has rejected for it being “out of scope” was the contact from Shirley T[redacted] on 3/30, asking for door services. When we onboarded [redacted], we discussed and modified his services and scope of work, and he told me that he is a General contractor, and that they can take anything on. He wanted small projects to fill the gaps when he wasn’t busy with large projects in order to keep his crews busy. This is why he signed up for Handyman zip codes.
[redacted] has only reached out one time to me via email with negative feedback like this, and it was his request to cancel with us.  We responded by phonecall to [redacted] to discuss his complaints and the above resolution. This was on 3/18, and I said that I would contact [redacted] in a couple weeks. The date is currently 4/5/16, and [redacted] is on my calendar to be contacted today actually (4/5).
Since talking on 3/18, [redacted] has received 5 contacts from us (1 phone call and 4 emails). These contacts have all come directly from Porch.com sources, and are among our highest quality of homeowner contacts. You can read the terms of our agreement here: https://porch.com/about/pro-terms/
I have done what I can for this account and provided accurate information to him about how things work and how he can maximize his success on Porch. I hope that this is helpful enough to send a response to the Revdex.com.

We have reviewed the notes on our end and have had numerous touch points with [redacted]. As a result of what we have been able to determine, including errors on our end that were shared in previous correspondence, we have refunded her the amount requested. We thank [redacted] for her patience and for working with us to resolve.

Complaint: [redacted]
I am rejecting this response because: I am not get any work from them from 11/9/2016 ,any good company they refund money for customer ,they did not tell me not refund money once I start with them and I asked them about the rules, they did not tell me that 
Sincerely,
[redacted]

We appreciate Ms. [redacted] reaching out. It appears that she requested a job through one of our partners, and that went out to some Porch pros. She emailed Porch.com with a request to delete her information, which we have done. As a result she should not be contacted by Porch or any of our pros...

in the future.

On 5/8/17 we contacted [redacted] to collect details about her complaint. The contractor and the homeowner did not have a written, itemized contract. After reviewing her claim documentation, we determined that she was not eligible for reimbursement under the Terms of the Porch Guarantee. We...

notified [redacted] on 5/9/17 that the claim was not eligible. Porch will cover homeowners under the Guarantee in the case a deposit is taken and no work has started, or property has been damaged. We attempted to contact iHart Painting on several occasions but were unable to connect with the professional to discuss [redacted] project concerns.

Thank you for contacting us!  I want to personally apologize that this hasn't been taken care of sooner.  You are right, you made over 3 attempts to contact the homeowners, you called them within an hour and you still didn't hear back from them.  I credited the $30 in question back...

onto your account as of today. Please let us know if there's anything else that we can do for you and thank you for being a loyal customer of Porch. -Matthew B

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[redacted] wrote in yesterday at 11am PST, and a support specialist removed his profile and...

account and replied to him at 2pm PST the same day. We've resolved his issue.

[redacted], thank you for your feedback!  We definitely strive to provide an excellent experience for our customers and it seems like we can just do a better job of explaining the lead credit policy so that you have clear expectations up front. I'll explain below but here is the link in case you...

don't already have it: http://porch.com/pro/resources/lessons/pay-as-you-go/It sounds like you're experiencing two core issues;1. A homeowner has responded to you and has decided to work with another contractor only after a few minutes of time.I will ensure that you have this lead returned to your account balance today. Moving forward this is not eligible for a credit.  Situations like this are included in the price of the lead so the faster you can respond to a homeowners request, the more that this is avoided.2. Homeowners aren't responding to youThis is a core problem for customers of lead generation companies and we are currently testing a solution to this. As you can see in the policy linked above, we will allow these types of leads to be returnable if you call the homeowner quickly, contact them multiple times and leave feedback.  Admittedly it isn't the most ideal process but we are testing solutions to solve this problem for our customers and we are unique in offering returns for leads that meet this criteria. I also made sure that these leads were returned to your account balance and moving forward all you will have to do is follow the policy and they can be returned. We see that if you call quickly and try to contact the homeowner more than once that your chances of connecting are much higher so hopefully this becomes a less common issue.I am very interested in making sure you feel like we are your partner and I hope that this has helped answer your questions and resolve your concerns.If you need anything else then email [email protected] and ask for Matthew B so that we can setup a time to connect over the phone.-Matthew B