ComplaintsforPorch Doctors

• Initial Complaint

  01/10/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I contacted Porch Doctors on 6/7/2023 for a cost for a replacement porch with railing. On 6/8/2023, I paid a down payment $2923 for contract and $873 for the railings. The work started on 6/20/2023 with the complete breakdown of the porch and on 7/13/2023 the concrete was poured. On 7/14/2023, paid $2923 for completion of the concrete. On 8/23/2023 the porch was measured for the railings which in was told would take about 2-4 weeks to manufacture and install. After the time has past, I called several times from September thru Jan **** leaving voicemails. I finally reached ***********, on 11/7/2023 indicating he was sorry for the delay and would get back to me the following week. Since I did not hear from ****, I continued to leave messages. All I want is to have the railings installed to complete the job. It would be so back if I just received a simple follow up call. This project started in June 2023 and now it is January ****!

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contract signed on 5/8/22 to have front cement porch and walkway repaired/resurfaced and install 2 part urethane system @ **************************************************************************. Deposit made on 5/8/22 ($1,730). Work completed on 9/3/22 with final payment made ($1,730). Per contract, "All work is guaranteed for a period of 5 years against defects in material or workmanship". 7/10/23 I sent message with photo of bottom front step that needs repair via my company portal.7/12/23 I left voice message to return my call. 7/14/23 I called and spoke with ******* to let her know about my message sent via the portal. ******* stated my portal needed to be reactivated (not sure if this was the actual word) because this project was completed. She confirmed my message and photo were received. She asked that I take a photo of entire walkway/stairs and a closeup of the area that needed to be repaired.7/16/23 I sent photos as requested via the portal. 7/19/23 I called and spoke with *******. She confirmed receipt of photos. She stated there would be a charge for the repairs. I stated that no such charges were mentioned in the contract. I asked when should I expect repair to be completed. She stated an appointment would not be made. That the repair would be completed when they were in my area. She wouldn't give a timeline.8/6/23 I sent a message and photo of new crack in the walkway via the portal.8/8/23 I called and was told ******* was at lunch. I asked that ******* call me back. 8/11/23 I left a voice message to get a call back.11/21/23 I left a voice message to get a call back.12/3/23 Today, I sent a message with photo of another crack in the walkway via the portal. The number I've called is ************. It has been almost 5 months since my first contact with them requesting repairs. Now there are two more areas that require repair. They have ignored my calls and messages. Not sure if anything can be done now in the winter.

  Business response

  12/19/2023

  I spoke with this customer in July at the peak of our construction season, He mentioned himself that he was advised that there was alot of concrete damage and this could be a problem. However I still granted a no charge warranty repair and advised him that these projects are done in either late fall or early spring as we have to finish all projects we are currently working on.  I even told him that he didnt need to worry about the damage getting worse waiting for his warranty work as it was already approved.  We have not been able to do any warranty jobs yet this season as we had alot of rainfall this fall pushing our regular projects back. His project would have been 100% repaired at no cost early spring before our normal construction season begins. 

  Customer response

  12/20/2023

   
  Better Business Bureau:
  
  In reference to complaint ID ********.  I spoke with ***************   She was under the impression that someone from the company had reached out to me earlier.  She addressed my concerns and a plan of action was agreed upon.  She was very professional and courteous.  Warranty work to be done in the Spring.   I am satisfied with the resolution.   Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Contracted to have a cement porch and railings done on 05/16/23. Porch done 06/02/23. Was told railings would be done 6-8 weeks later. Called and texted *************************** numerous times. Emailed on 09/07/23 requesting installation information. Was told it would be done week of 10/16/23. No installation, no contact from Porch Doctors. Emailed on 11/10/23 to cancel my order. Received a response from the office staff saying this will be forwarded to **** to handle the cancellation. Texted 10/26, 11/07 for installation info. No response. Left message 11/22. No call back. Tried to file thru my credit card company **** of America, but it's been over 60 days. So I am stuck.

  Business response

  12/29/2023

  I completely understand the frustration of this situation.  This is a priority that we want to take care of.  Unfortunately, due to the holiday season the people that would handle this type of issue will not be back in office until January 8th.  I will make sure they reach out to this customer right away upon their return.

  Kind Regards

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

  Customer response

  01/02/2024

   
  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. However, if I am not contacted by January 10, ****, I will be submitting another complaint. 

  thank you for your help. 
  
  Sincerely,
  
  *************************

  Customer response

  04/22/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I filed a complaint in January against Porch Doctors in *********, Il. Complaint #******** They emailed me to say I would receive my refund in two weeks. That was 3 months ago. Do I have any other recourse, especially since it was considered resolved, but it is not. thank you
  Sincerely,
  
  *************************

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 3, 2023, I gave them a deposit via their *********.com portal for repair to my concrete porch and part of my sidewalk. I sent them an e-mail on August 7, 2023 just trying to get an estimated repair date. I received a response advising that it would most likely be the following week. I heard nothing from them again. My phone messages were never responded to. I sent an e-mail on September 11, ************************************ with a date for the work to be preformed or a refund of my deposit. I was finally able to get someone on the phone in late September and was advised that she was only in the office because it was raining and that the scheduler had taken the day off - she would call me the next day. I had to call them because I had not heard back and she advised she was completing the Village's Contractor's License Application she would have the owner call me to schedule the repair date. I have left multiple messages and have not heard back. I have no had the courtesy of a single call back.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Porch Repair/resurfacing. All communication was between 8-24-22 to 12-12-22. Total paid $4,408. The contract stated All areas of pitted, cracked or damaged concrete shall be repaired using a lightweight latex concrete mix. Of the five steps, only two were repaired. The other three landing steps are still pitted and also have debris (wood *************** buried under the urethane and sand coating. They also left urethane smeared on driveway. We have tried to be reasonable and communicate throughout this time to no avail. ************ came on 12-5-22. I pointed out the top two landing steps and how they had filled in the pitted areas per the contract and I even told him those two are beautiful and this is what I expected for all five landing steps. My husband asked him if he would be happy if this job had been done at his house. He said no. ************ said he can only do so much with his kids (they are the ones that do most of the work). He said he would make it right. He offered a $500 discount and they would come and redo the three steps in the spring. I requested an addendum to the contract we could sign to make it official. ************ told me to work with his office personnel and if anything in the addendum is not right go ahead and send the office changes. The addendum sent to us stated "project was completed 100%". On the addendum it stated that they wanted us to pay back the $500 discount. We did not sign. When I sent back the addendum changing the 100% to 50% completed ************ was livid. He then stated he was going to come out and do the job himself. He set up the date for completion for 12-12-22. On 12-12-22 I received a text stating Morning this is **** from Porch Doctors. I will not be at your house today. I am tied up. I will let you know what day I will be there. To date there has been no further communications from them. My husband has left messages at the office this past month (March/April 2023) and no one returns the calls.

  Business response

  05/25/2023

  Spoke with ***************** today, this has been scheduled to be completed on 5/31/23

  Customer response

  06/01/2023

   
  Complaint: 20008368
  
  I am rejecting this response because:

  Porch Doctors did come out to initiate the repairs yesterday (5/31/23). The job has not been finished. While I am happy they have actually done something, I cannot give my final approval/satisfaction rating until the job is completed and I am able to see the completed job. We were told they will be back Monday (6/5/23). Once they do the next step part of the process includes putting sand down on the repairs and waiting a couple more days before sweeping it off. If everything takes place as they stated I should be able to accept their solution by the end of the week 6/8 or 6/9/23.

  
  Sincerely,
  
  *************************

  Business response

  07/10/2023

  In response, we did return as we said we would and we completed this project. Customer did not call with any further issues, This was resolved the day we stated it would be.
  
  Thank you
  ************;
  Porch Doctors

  Customer response

  07/10/2023

   
  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

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/22/22, I contracted with Porch Doctor's for replacing my concrete steps and walkway. I provided them with a down payment of $1387 for a total of $2500. Upon completion of then above-mentioned, I informed ************ that there were concrete splatters on my brand new exterior door. I was told by ************ that he would be out to my home to provide clean up of said exterior door and that he had a solution to get the concrete off. I spoke to ************ on three separate occassions and he indicated that he was enroute to the home and never showed up. I also spoke with two office managers and one stated that she was putting me on the schedule, while the other was very rude and implied that they were inundated with snow removal, however we had not had any snow due to a mild winter. I was told that nothing would be done until June or July. I have attempted to contact ************ to no avail. At this point, I simply want my exterior door to be cleaned and restored to it's ************** as it is brand new. It dishartens me that I am being treated this way as a consumer after this business has been paid in full with my hard earned money.

  Business response

  02/23/2023

  The owner reached out to ************. He assured her we will take care of this just as soon as the weather ******. 

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Porch Doctors resurfaced my porch on November 3rd. They promised me that my porch would be a sandstone color. I looked at two jobs they did in my area, and they seemed ok, not dark tan like mine is. I expressed my concerns that the weather forecast indicated high winds and rain Thursday and Friday. ************ said, " no worry we do this all the time in this weather". We will put a tarp. After the epoxy was put on the porch the winds picked up 30-50mph. I had to call them up because leaves were sticking to the epoxy and requested the tarp. They came over with a piece of plastic and tape to hold it down and took it upon themselves to use my landscaping decorative rock to hold down the plastic which could not possibly work with those winds. They left and the plastic started to fall. I had to call them back again. They came with approximately (5) 4 x ******** and left. Ten minutes later, I hear a loud noise and the wind knocked the bricks down and fragments were on the epoxy. I call them again and now I am panicking and exhausted (This is my home) and told them to go in my garage and get some bricks and pavers that I had from a summer project to hold the plastic down. They told me that the porches they usually worked on have two railings. Mine is a beautiful brick porch that was re-tuckpointed 2 years ago. The plastic hit the epoxy several times. They then came out an finished the second and third processes. They rinsed off the brush/tool they used to spread the materials over my brick porch and into my landscaping. The village building inspector came out today to confirm what I saw and that is staining on my newly tuckpointed porch brick wall. It has been a very stressful situation and they were extremely rude and dishonest. Additionally, there were some bare spots, flaws on the last step. Although their contract agrees to correct any flaws, they claim someone stepped on the stair. There is no footprint and there is nothing on my ring camera footage.

  Business response

  01/06/2023

  We strive to give all of our customers the time and attention to their projects we believe they deserve; however, we provided this customer in particular with an exorbitant amount of individual care. Both owners visited her in person at her home themselves multiple times, in response to all her critiques, and even performed more work at no additional charge to ensure she was happy with her product. The owner just agreed to strip it down and redo it again at no charge in an attempt to make sure she was pleased.  She expressed she was satisfied and made her final payment.

  Attached is a photo of her completed project, a photo showing the "Footprint" that occured that we then completely redid for her at no cost, and photos of the tarp she refers to in her complaint.  There is also a video of her agreeing that the work was complete and that she was satisfied.  Please let me know if you require anything further.

  Thank you 

  Customer response

  01/07/2023

   
  Complaint: 18389151
  
  I am rejecting this response because:

  1. I did not accept it and my last conversation with the owner was to come back in the spring and redo it. 

  2. No one stepped on the stair that they attempted to repair and is faulty. I have a ring camera and reviewed all of my footage. 

  3. It took 3-4 urgent phone calls to this company as the high winds approx. 50 mph were taking away the tarp and it was sticking to the epoxy. One owner said " just remove the tarp. But I open-end my garage door and told them that I had bricks and pavers and to use whatever they need to keep that tarp down and save my porch. Upon the second emergency call to them they brought only a small bucket with a few little bricks that did nothing. They used all the pavers and bullet bricks that I had from a recent landscaping project. 

  4. I paid this company half the price $800 in advance to get on their list. I cautioned them that while I did want to get the project done, the weather forecast was not good. The owner's response was " we have handled this many times before, we know what to do".

  5. I was in a brace and just had shoulder surgery, however you can see in the picture the stain on the bottom step that they tried to repair but failed and claimed that someone stepped on it. 

  6. The father (owner) came to my home and scolded me like a child and demanded that they follow me to the bank to the rest of their cash $800. 

   

  In conclusion they are not being honest and just wanted to get his job in regardless of the severe weather conditions. This resulted in an enormous amount of stress for me and literally made me sick. I am a senior citizen and will not be manipulated or lied to. I was a nervous wreck throughout this entire project because I take good care of my home. 

  The porch turned out much darker than they promised. Initially it was light but dried very dark.

   

  I am requested this be redone or repaired. If they refuse, I am requesting monetary compensation. They need to make this right and be professional and prepared in doing so. 

   

   

   

   

  Sincerely,
  
  *******************************

  Customer response

  01/10/2023

   
  Complaint: 18389151
  
  I am rejecting this response because:
  

  When they left job, **** who made this arrangement with me agreed to redo it in the spring. NO ONE ever stepped on that stair and there is no one on my ring video footage. They are simply not telling the truth. And in their attempts to fix it the first time that even failed. I paid $1600 to have my porch resurfaced. I am exceptional work for that price. I am trying to be an honest professional adult. As a company, they are obligated to make it right. That cannot continue to bully people as they are. **** repeatedly told me he would fix it in the spring. That job should never have been done under those weather conditions and good company. would try to make it right for the amount of stress they put me under to save my porch. I opened my garage and let them use anything they could to hold down that tarp. I am a senior citizen and disabled at that, however, I will not accept this response. Its just wrong. 

  
  Sincerely,
  
  *******************************

  Business response

  01/23/2023

  Please refer back to the photos and video that we submitted with our response.  

  In response to her complaints

  1.) This customer did accept it, (Please refer to the video evidence we submitted in our initial response)

  2.) It is standard procedure to take photographs every day we are on a project upon both arrival and departure.  We have time stamped photographs of the project the day we left clearly showing that the footprint was NOT there, but we STILL REPAIRED IT FOR HER AT NO ADDITIONAL CHARGE

  3.) The 3-4 phone calls ********************** refers to were not urgent, they were aggressive and threatening and all within a 20 minute time frame, she yelled and cursed at our customer service girl, who assured her she was trying to get someone back there right away, and then again at the technician we sent to her home immediately. Both these employees filed complaints to us regarding there interaction with **********************. It was because of this behavior that our owner had to visit the project and record the video by means of protecting ourselves. - In regards to the tarp; the tarp did fall due to winds, but did NOT stick to the product and the technician did return immediately to secure it; please see previously submitted photo in which tarp is secure and leaves have gathered in a pile indicating the tarp did its job in protecting the porch from the leaves. In response to using her pavers to secure the tarp, we appreciate ********************** understanding in offering the pavers from her garage to secure the tarp. As she stated we did have high winds, however, our technicians could have picked up bricks from our shop and returned back to her home. The technician was under the impression that the customer preferred that they secure it immediately using her pavers instead of waiting for them to pick up stone from the shop. Our technicians did return all of the bricks and pavers she allowed us to use to secure the tarp on her project.

  4.) The $800 she paid was the retainer on her project.  Company policy is to pay a 50%order to be scheduled; we book out months in advance and work in order of retainer date to be fair to all customers.  Our owner has been doing concrete for over 30 years and invented the system that we use on porches, he would not begin a project if he believed the whether would affect it negatively. 

  5.) Please refer to #2, she is referring to the footprint that we repaired for her at no cost.

  6.) The owner did visit ********************** once the project was finished, however he did not scold or demand, their interaction is clear in the video we submitted. Please refer the video. 

   

  Of course we wanted to get this job complete, we complete every job we agree to do for our customers, The porch process takes 4 days, ********************* project took 4 days we did not rush this project.

  As far as the color, when she stated that she did not like the way the way the product dried, claiming it was too dark, we reminded her that this is the color she chose, and that was stated in the contract she signed before we began.  The owner even told her that if was still unhappy with the color we would return in the spring and apply another top coat in the original color she chose (sandstone; our standard color) at no cost to her, however if she wants another color it will be an additional charge.

  The customer states we are not being honest, however we repaired damage for her at no additional charge, offered to apply another topcoat (in the standard color she chose ) in the spring at no cost and even recorded and submitted video evidence to back up what we are stating.

  In conclusion we made every effort to satisfy **********************, We now believe there isn't anything we can do further to make this customer happy.  When we took this job she made a point of telling us that she has fired 3 contractors, at the time this wasn't a concern as we had hoped to meet all of her expectations however we are now at a loss.  This working relationship became hostile, we had 3 employee complaints, both owners have personally visited with her and shared there personal phone numbers to which she sent dozens of rude and threatening text messages. We provided additional work at no cost and offered to apply another top coat if she is unhappy.  

  We willing to provide any documents or articles of proof that the BBB would need in clearing this up.  As stated we are at loss and any advice or assistance that the BBB can give us in dealing with this would be appreciated.

  Customer response

  01/24/2023

   
  Complaint: 18389151
  
  I am rejecting this response because:

  1. I did not see any video of my acceptance of this job. Initially before it dried so dark, I thought it might look nice and that most of that sand would dissipate over time as they told me. 

  2. This company is not being truthful. I had one company come out and give me a quote and did a test patch which I did not like. He was a former *************** officer who does resurfacing but with no color, so he recommended this company. I had no other contractors on my property regarding my porch. 

  3. The phone calls that I made to their office during the 50mph winds and heavy rains were indeed urgent as the plastic tarp was sticking to the epoxy. Now I know from my father being in many construction projects that if the plastic stuck on the epoxy, I feared it would have ruined my porch and cost me even more money to fix it. As I stated, I questioned them repeatedly about the weather forecast. I opened my garage to them for bricks and pavers to hold down the tarp because they came with a white bucket of 5 bricks. Yes, in my effort to provide an honest assessment, I was very stressed and post orthopedic surgery. I did get angry and yelled but then apologized to the younger son. 

  4. They did patch the last step which no one stepped on. It did not turn out and **** said " I will come back in the spring and fix this as well as the porch. 

  I do not want to argue with people. They clearly are not taking any responsibility whatsoever. The young son who did my porch told me other costumers have "messed" with them. He told me "This guy said it was our fault that his porch fell apart was upset over it. They accommodated him and re-did it and then found out that the homeowner actually hit the cement step with his snowblower". 
  

  I will not tolerate this company refusing to tell the truth. I have an excellent reputation in our community of ******** and am a volunteer for St. *************************** at St. *****. 
  

  I am not accepting their untruthful story and they are simply just being rude, disrespectful and unprofessional. I want my porch re-surfaced and my bottom step fixed. 

   

  Sincerely,
  
  *******************************

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted this business to replace my patio with concrete in June 2022. On July 17, during a heavy storm our patio completely flooded due to the contractors poor workmanship. The water flooded part of our basement. The contractor agreed to first) reduce our balance by $500, and second) fix the problem by replacing the drain with a larger one. Hes lied multiple time and never returned to fix the drain and did not pay for the damage s from the flood.

  Business response

  11/11/2022

  In June 2022 this customer did contract us to replace their patio, however the flood was not in any way due to our workmanship.  In July the customer asked us to install a drain as additional work.  we created a change order to the contract which they agreed to. As follows:

  Additional Work
  $500
  New Drain-Remove and Install new drain no more than 2 feet deep Install new P-Trap Re-establish new drain grade height Install new drain cover ****Price to be determined after completion but not to exceed $500 ****** IF any unforeseen issues or complications arise then we will discuss with the homeowner and a new price will be discussed.

  They accepted this change order, I have the signed contracted and accepted changes.

  We informed the customer that the small drain they were requesting may not be adequate and would require a larger drain, which would cost more money but they did not want to go with that option.

   

  When we were done with the job and attempting to get payment, they weren't returning our calls, different reasons why, ill family member, out of town, then it was, we aren't paying for our concrete (The original project they contracted us for) until the drain is fixed, we told them they needed a larger drain tile and they wouldn't hear that.  So we didn't take $500 off their balance, we had them pay for the concrete, what they hired us for and that was complete and said we wouldn't have them pay for the drain until we could get back out there to take a look at it.  

  I had to make an amendment to the contract again on August 8th adding in late payment before they agreed to pay the concrete portion.  They have a remaining balance of $500 due on the drain we installed.  

   

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is in regards to a contract that was only partially fulfilled. Porch Dr's agreed to refinish the concrete and remove all old paint and chips and refinish the railings. The railings were forgot about and not initially completed. When porch Dr's called to receive payment I advised the railings were not scraped or painted. The crew returned the following day and just sprayed over the rusted/chipped paint.This work occurred between March 27th-30th of 2021. **** stated in an email and text messaging that the work was not to par and would be fixed 100%On April 6th we reached out via email to follow up on when we would be on the schedule. He assured us when the rain stopped they would be there. This process continued for the next year of excuses, reasons, empty promises, and now he is no longer returning our communication. I have all of this on record via email and phone. All I am seeking is for my railings to be done per the contract, or to receive my money back for the railing portion.

  Business response

  06/06/2022

  Owner, *************************** spoke with customer on 6/6/2022 - Owner and Customer agreed that railings will be repaired 6/28/22 - 6/30/22 weather permitting.  

*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. ↩