Porch.com

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Upon joining Porch, Ms. [redacted] agreed to a 90-day commitment and the Porch Terms of Service by providing her credit card...

information at the time of sale and her active use of the Porch service in April and May. According to the Terms of Service, Porch services are the delivery of homeowner contact information of a homeowner who has requested work. Upon her disputes, we waived the 90-day commitment and issued a $305 refund on 7/13/16 for the charge that originally occurred on 6/19/16. Ms. [redacted] was charged in full for the Porch service in April ($275) and May ($275). Including the issued refund, Ms. [redacted] was charged $550 and received a total of 24 project requests with a total value between $480 and $1080.
 
Ms. [redacted] has issued charge disputes in July, August & September, all of which our Accounts Receivable team has responded to. It is our policy that once a charge dispute has been filed, we do not refund any other charges back to the credit card because it shows unwillingness of the customer to work with us further.

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]

Complaint: [redacted]I am rejecting this response because: I didnt receive any leads yet I paid $300. That is stealing in my opinion. And I worked with the porch rep to bring my website to the fullest capacity possible. Porch.com appears to be a scam to me. I shoukd have at least received something for my money. I want my money back immediately. Just be an honest company and dont steal peoples money with empty promises.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Clearly this company needs the money more than I do which is just shameful. How they can be Revdex.com Accredited with an 88% bad review rating is beyond me. This is not an isolated incident with bids that never result in a return call and ends up being money you waste because while they 'refund' your money the only thing that happens is yet another bid that results in no contact. By their own admission 30 bids and not a single one even resulted in so much as a customer contacting me back? So seriously, go ahead keep the money and remove my account and information from your servers immediately. Good riddance not like you will last much longer.Sincerely,[redacted]

From: Complaints Sent: Friday, April 28, 2017 12:19 PM To: [redacted] <[redacted].[redacted]@theRevdex.com.org> Subject: FW: Complaint [redacted] From: [redacted] [mailto:[redacted]@gmail.com] Sent: Thursday, April 27, 2017 7:58 AM To: Complaints <[email protected]> Subject: Complaint   I was unable to fill out a response to company I filled for some reason it's not sure friendly with my phone . Porch.com how ever have refunded my money and for now I will continue to use them to receive bids thank Revdex.com for helping me in this matter and I hope porch.com works to improve there web site so contractors and porch can work together in a more efficient manner.  Sincerely  [redacted]

Complaint: [redacted]I am rejecting this response because:Porch claims they provided 15 leads. The leads were outside of my service area. I purchased a specific 5 zip codes and did not receive one single lead from my purchased zip codes in two months. Porch claims they issued a refund. I did not receive a refund. Sincerely,[redacted]

The account was created in November of 2016 with a monthly spend of $300.  The balance left on the account can still be used for purchasing Pay As You Go leads within the customers service area. It is in our terms and conditions (https://porch.com/about/terms/) that we do not offer refunds on...

prepaid subscription amounts. As a courtesy, the remaining balance on the account has been returned to the customers initial form of payment.

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Mr. [redacted] signed up for a Porch subscription on July 28th. From July 28th to October 27th, he has received a total of...

17 project requests.
 
On August 4th, Mr. [redacted] called in to his Customer Success Manager, Zak, and addressed his concerns pertaining to lead quality. Expectations were set on what types of requests Mr. [redacted] could receive credits back for automatically, and what types of requests he would have to work with Zak on to receive credits for.
 
Mr. [redacted] called in on October 7th requesting to stop auto-payments on his account. A hold was placed on Mr. [redacted]’s account, per his request, from October 7th to October 25th. No project requests were delivered during this period. Zak called Mr. [redacted] on October 25th, and due to the busyness of Mr. [redacted]’s schedule, their appointment was postponed until October 27th. Zak also extended the hold on his account to October 27th.
 
Zak called Mr. [redacted] again on October 27th. Mr. [redacted] requested to cancel the account as a result of poor lead quality. The issues he was experiencing were easily fixed with Porch’s credit system, which was discussed at the beginning of Mr. [redacted]’s subscription. The majority of requests Mr. [redacted] brought to Zak’s attention could have been credited back had he left proper feedback, or contacted Zak to help him retrieve his credits.
 
Per Porch’s Terms of Service, “If your return request meets Porch’s return criteria, then the purchase price for the applicable project request will be credited to your account. No refunds will be given.” A refund will not be issued, rather the remaining account balance can be utilized to purchase leads on a one-off basis through our Pay As You Go program.
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Complaint: [redacted]I am rejecting this response because: I am waiting until there's a full business week to see if they do not call us. I don't trust their very limited response.Sincerely,[redacted]

We strive for homeowners to have excellent experiences with contractors they are introduced to through Porch and are disappointed to hear about Ms. [redacted]'s experience. Whodoyou.com is a legitimate service and we are working with them to get additional information regarding the contractor Ms. [redacted]...

hired. We have guidelines in place to remove pros from Porch who do not meet out expected level of customer experience and will take the appropriate action, provided Ms. [redacted] is wiling to provide photos of the work in question. Ms. [redacted] will receive follow up from our support team via email directly to resolve this issue to the best of our ability.

In response to the rejection, Mr. [redacted] originally requested for 1. a refund in the amount of $137, 2. to cancel the account and 3. that we provide bogus leads. 1. Per our terms and conditions we do not refund payments back to their original source.  However, made the exception and issued a refund of the remaining account balance back to the customers card.  The amount refunded was $87.00.2. The account was canceled on 3/6/17 after receiving the cancellation request on 2/27/17.  We canceled the account on the billing data following the request and did not charge the customer again.3. It is not true that we provide bogus leads but what is true is that sometimes a lead can be "bad", meaning the customers phone number could be wrong or the lead could be considered "spam" and we allow customers to refund themselves if this were to happen.  We have filters in place to prevent this from happening but a "bad" lead can make it through to the contractor which is why we allow our contractors to issue themselves a refund.  The details are in the videos in this playlist: https://www.youtube.com/playlist?list=PL4O46MNuo9iA_apERxxNzq2k8nET4R...⇄ .  All of our customers have access to these instructions.

Complaint: [redacted]I am rejecting this response because:
I still believes that people/potential customers have a right to change their mind between the time they contacted porch.com and waiting to receive calls to set up on their project, not all customers are 100% ready, they could have a changed of heart.  So it could be that I was getting that from customers whom are not calling me back.
So based on the poor customer service and the services by porch.com I still believes that I'm entitle to a full refund for the past 3 months.
Sincerely,[redacted]

We strive to ensure our homeowners are intent on completing their home projects when they submit a project request. [redacted] has been registered with Porch since 2014. In total, he has received 30 leads for free and 1 paid lead for $42. The $42 has been refunded upon receiving this feedback, though it...

is outside our typically allowed time frame.. Any future refund requests can be submitted by following the instructions in this refund request video: https://www.youtube.com/watch?v=6_ZPynVEwro&index=3&list=PL4O46MNuo9iA_a...⇄ [redacted] is currently a part of the Pay as you go program where he receives lead notifications, chooses which ones he wants, and only pays for those. [redacted] set his account to “unavailable” until June, so he won’t receive any lead notifications unless that is updated. Submitted: 01/17/2017

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. They have agreed to refund me and I am awaiting payment.
Sincerely, [redacted]

The customer signed up for an account on 2/7/17 with a monthly subscription amount of $200.  We first received the customers request to cancel their account on 2/27/17 and we setup the account for cancellation. At the time of cancellation there was a remaining balance on the account of $87 that...

we refunded back to the customers card (as requested). We do not normally offer refunds back to a debit card/credit card after purchase per our terms and conditions.

Mr. [redacted],Thank you for reaching out and for being a Porch customer.  It looks like you and Kristin have chatted and I see that you have been reviewing leads and receiving credits back to your account.  We provide a self-service credit policy to allow you to credit your own leads so if...

you do receive a returnable lead (per our policy) you can refund yourself! Homeowners typically want choice when they make a request on Porch and can get a response from up to four contractors.  We do allow homeowners to connect with a single company if that is what they prefer.We are happy to continue working with you, let us know if there is anything else that we can do.

Per Mr. [redacted]’s request, he was unsubscribed from Porch.com emails on June 17th. Mr. [redacted] submitted a project request on Porch.com and that may result in calls from service providers related to the inquiry for a short period of time going forward.

Complaint: [redacted]I am rejecting this response because:It doesn't address the original complaint.  I originally stated that a Porch.com telemarketer called me...

and sold me a product that I clearly stated and it was clearly agreed to that I would be on a month to month program.  After going through the extensive, [redacted]e consuming, process of setting up my account I was informed that I could not be on a month to month program, I had to buy 3 months at a [redacted]e.  I feel this is a Bait and Switch sales program.  Porch.com says they have partnered with the Revdex.com and [redacted].  I don't believe what they did was ethical, and Id like a response from the Revdex.com and Porch.com stating why they think it is ethical.  As a side note, the credit took more than 3 weeks to process??? Come on.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:What happened was Porch had a non-ethical sales rep.  He explained the program to me.  I told him I would try it for 1 month and if it worked out I would continue.  Only then did he bring up the fact that I would need to sign up for 3 months.  First of all that should have been said in the initial description of the program.  When he told me that I needed to sign up for 3 months, I explained that it was not a program for me.  When I told him I didn't want the service, he then told me that I could just sign up for 1 month.  There is the unethical part.  Apparently he felt that once I spent a half a day filling out my profile and uploading all my jobs that I would just be fine with the 3 month commitment.  He should have not allowed me to sign up at all when I told him that I would only sign up for 1 month at at [redacted]e.  As it turned out I wasted my [redacted]e with the profile and the job uploading.  I've wasted my [redacted]e filling out this Revdex.com complaint.  I then wasted my [redacted]e further when they didn't credit my credit card and I had to call the credit card company (that takes a while!).  All in all it was a big waste of my [redacted]e that could have been easily avoided had the sales rep just said, sorry I can't set you up in our program, or they decided to go ahead with the month - to month plan.DESIRED RESOLUTION:I would like them to re-instate me for 1 month at no charge.Sincerely,[redacted]

The company refunded me after and only after frustration with them and contacted you. thanks again [redacted]
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]