ComplaintsforTaskRabbit, Inc.

• Initial Complaint

  09/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  TaskRabbit is blatantly violating **** consumer laws by forcing customers (clients) to commit to paying a cancellation fee for one full hour of contractor work when they simply reach out to discuss the scope of work with the contractor. For example, if a customer/client selects a contractor to reach out to and the contractor says they will charge for too many hours or says something else that does not work for the client, the client is automatically charged anyway if they cancel. TaskRabbit is forcing clients/customers to commit to paying before the client even knows what the contractor will actually charge. This is a blatant violation of consumer laws in the **** and they need to be shut down or change their illegal policies. I am demanding a full refund of any and all fraudulent "cancellation fees." TaskRabbit's position is such that, because they have shared their illegal policy with consumers, they are therefore allowed to continue violating **** consumer laws.

  Business response

  09/18/2024

  Thank you for reaching out to Taskrabbit. I can confirm our team has been in contact with the client and has been able to refund this charge at this time. We thank you for bringing this to our attention an allowing us to help solve this. 

  Customer response

  09/18/2024

  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. Please note that multiple tiers of supervisors at TaskRabbit expressly refused to refund this fraudulent charge, claiming that this was in line with their cancellation policy. I already explained to them that I had not finalized terms and several of their support staff still refused to refund. They are only doing this because I filed a complaint with BBB and NYS Attorney General. They are otherwise continuing to perpetrate this fraud at a massive scale against consumers nationwide.

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

  Customer response

  09/18/2024

  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. Please note that multiple tiers of supervisors at TaskRabbit expressly refused to refund this fraudulent charge, claiming that this was in line with their cancellation policy. I already explained to them that I had not finalized terms and several of their support staff still refused to refund. They are only doing this because I filed a complaint with BBB and NYS Attorney General. They are otherwise continuing to perpetrate this fraud at a massive scale against consumers nationwide.

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

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am fairly new to this platform, and my experience hasnt been the best. On my first task, the technician completed unnecessary steps to increase his pay and took photos of my home without my consent. The company issued a partial credit for the time he went over.For my second task, scheduled for 8/29, the assigned technician played around messaging back and forth and canceled a few minutes before our appointment. My time is valuable as well, and I set aside time yesterday to have the job done. These people need to be held accountable. Im very disappointed in this platform.

  Business response

  08/31/2024

  Thank you for contacting Taskrabbit, and we apologize for any frustration. In checking the user's communication history, they've created a support tickets for these issues that are currently under review. In this particular instance, the Clients ticket is still in progress and we've flagged the appropriate team in hopes of an expedited resolution. We appreciate the user's continued patience and look forward to keeping in touch.
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Task Rabbit website links consumer to a worker who can complete simple tasks. June 2024, a worker with a *perfect online rating* was booked, he confirmed the job and sent a schedule confirmation. Task was time-sensitive. One hour after the task was scheduled the worker had not shown up. Consumer checked that worker was alive/en-route; then confirmation was cancelled by worker TaskRabbit provides perfect reviews for unreliable workers and acknowledges that they do not allow reviews for workers who accept tasks and cancel without notice. TaskRabbit misrepresents itself and its workers.

  Business response

  08/27/2024

  Thank you for bringing this to our attention and for providing us with a chance to respond. We have a high standard for Taskers in our community and were so sorry to hear you encountered this experience. When registering, Taskers agree to complete every task or communicate with you if theyre not able to. This feedback provided by the User is very valuable to our team as we continue to develop and improve our product. We value feedback from our community, and we will ensure that the appropriate team gets this information.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was given task rabbit by **** because its who they use to assemble there systems. Well lets start of by saying that I made an appointment but it was canceled because task rabbit assigned two taskers that didnt know each other . So they didnt want to work together. The appointment had to be canceled and I couldnt get the same day back. I reached out to **** who called task rabbit to rectify the situation. Task rabbit ended up assigning one ****** and giving me a ***** discount. I lost my original date for the task to be done while all this was going on. So I had to take another date during the week and have someone sit at the house. Well the ****** comes with his own people and everything is fine . He leaves at 5 and said he will come back the next day to finish . Comes back and finishes. I get an alert that 2 invoices are sent in and Im charged twice. There should only be one invoice since the tasked agreed to one invoice price . So my credit card was over charged. Then my ***** discounts was not given . I had to call task rabbit. Fight for my refund of the overage because they said they couldnt see the price that was originally given nor the discounts. I had to send pictures of the original price. Then they only refunded back to my original price of 945 when it should have been 920. Since task rabbit gave me the discount originally for all the mess I had to deal with from the site originally. I had to report task rabbit twice to ****s who had to intervene and tell task rabbit to fix the situation. Horrible experience all around and they lied about my discount or even applying it .

  Business response

  08/27/2024

  Thank you for reaching out regarding this issue and allowing us a chance to respond. Were sorry to hear of this disappointing experience. We apologize for any confusion in the Client invoice, in addition to the cost of the task it's important to note that invoices will also include any applicable state sales tax which may contribute to any potential discrepancies. At this time the Client has been in contact with our support team and has received a partial refund as well as credit applied to their invoices. Please know that this feedback from the Client is very valuable to our team as we continue to develop and improve our product. We value feedback from our community, and we will ensure that the appropriate team gets this information.

  Customer response

  08/27/2024

   
  Complaint: 22189080
  
  I am rejecting this response because:
  There was no credit to the invoice . The invoice was 945. Which was the original price quoted. The credit was for ***** which would have brought the invoice to 920. There was no credit and only a refund for the over charge .
  Sincerely,
  
  *********************

  Business response

  08/28/2024

  Thank you for allowing us another chance to respond!  As mentioned before it's important to note that invoices will also include any applicable state sales tax which may contribute to any potential discrepensies. At this time the Client has been in contact with our support team and has received a partial refund as well as credit applied to their invoices. Thanks again for allowing us to help clairfy the confusion.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the last week of my pregnancy, after renovating my whole condo, I hired Taskrabbit for a final touch, mounting a ** on the wall.The man who came not only put excessive holes in the wall and tried to fill it with *****, when I asked what he was doing he said, I missed the stud and theres electrical there so I have to move over.My husband got home as the tech was finishing up and being someone whos spent countless years in carpentry and home renovations, he was appalled. We tried to mention it to task rabbit, they said they wont do anything and then told us to take it to home insurance. We left it alone for a while.Fast forward 8 months later, the ** FELL OUT OF THE **** AND ALMOST HIT MY BABY WHILE THEY WERE CRAWLING ON THE FLOOR!!!HE DID NOT MOUNT IN A STUD. IT IS PURE DRY****. HE LIED.So not only was this life threatening, but now my freshly renovated home has 2 gaping holes and a patch job in the drywall, and my ** doesnt work. This is at least $5000 in damages.We tried to escalate this again since the ** fell and theyre saying the same thing, take it to home insurance. With home insurance I pay deductibles as well as my premium goes up so what kind of customer service is this?!?! They have an insurance policy that they wont honour. Someone please help!

  Business response

  08/14/2024

  Thank you for bringing this to our attention and for providing us with a chance to respond. In looking at the email and phone number provided, we've been unable to locate a Taskrabbit account for this individual. For privacy and security reasons (**********************************************), we'd ask that the account holder reach back out at help.tr.co with the information associated with their Taskrabbit account so we can look into this further. We look forward to connecting with the Client further soon and appreciate your understanding in this matter. 

  Customer response

  08/15/2024

   
  Complaint: 22141359
  
  I am rejecting this response because:
  
  We have been down this route already. You have sent a link we have followed many times only to get a generic, scripted response from ****. This person/AI will not escalate it. I am not wasting my time and doing this again. It is time consuming and frustrating. When I mention that the tv nearly hit my baby, this I received a response that had me seeing red 

  Hi Sabeela,
   
  Thank you for your reply. I do apologize for any confusion on the current status of your claim request and hope to provide clarity here. 
   
  Once again, I am truly sorry to hear about the unfortunate incident involving your TV. I understand how stressful and upsetting this situation must be for you. We appreciate you contacting us to share these new developments so that we may ensure our Policies Team has this updated information to aid them in taking appropriate actions. Please know that we take all reported concerns very seriously to ensure the safety and well-being of our community, as this is our top priority.

  
  THE TV NEARLY HIT MY BABY AND THIS IS WHAT YOU SAY TO ME.  UNREAL!!!!

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

  Business response

  08/15/2024

  Thank you for following up and allowing us to further clarify our response to this Clients issue. As previously referenced, the claim is ineligible under the Taskrabbit Happiness Pledge (*********************************************) due to the following terms and conditions: "The Claim must be submitted within thirty (30) days of the performance of the Task giving rise to the Claim in accordance with the procedure outlined below.". Unfortunately, the issue was not reported within the 30-day window. We thank you for your continued understanding.
  
  

  Customer response

  08/15/2024

   
  Complaint: 22141359
  
  I am rejecting this response because:
  

  I hired your company to mount a tv, how it should be mounted, in a stud.  How was I supposed to know your incompetent ****** installed it IN *******.  I thought I was hiring a professional who knew that TVS ARE ALWAYS MOUNTED INTO A STUD.   Obviously the tv didnt fall down right away.  However, it was still your takers negligence that created this situation.  Im not sure if you have read majority of the reviews on this website but why does your company always lack accountability. 

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

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This uses unfair and odd practices on signing up taskers. I tried to sign up as a ****** 3 times in the 3 places i lived. most recently in the ************* area, i tried again. It denied me saying "they werent adding new taskers"I hired about 4 different taskers this week, 2 of which said they got add in the last 2 weeks. That is also the time they said they were not adding new taskers. Please let me know why i was not added when you are clearly adding in new taskers to perform the different gigs, and denied me within the same time period.

  Business response

  08/06/2024

  Thank you for bringing this to our attention and for providing us with a chance to respond. To maintain a healthy marketplace, we register Taskers in areas and categories where corresponding Client demand is high. We may pause new registrations from time to time to help ensure that all Taskers on our platform have the opportunity to be booked. Additionally, there were delays within the Users ****** registration which caused the status to be left incomplete. We have communicated with the User that they will need to re-register if they are still interested in becoming a ******. This feedback provided by the User is very valuable to our team as we continue to develop and improve our product. We value feedback from our community, and we will ensure that the appropriate team gets this information.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have filed a complaint with Task Rabbit after someone on their site caused $5,000 worth of damage to my home and they are asking me to provide things that the service providers who fixed it literally will not provide and saying they will not reimburse me when they have a "Happiness Pledge" under which many of the things I'm writing about are included.

  Business response

  07/22/2024

  Thank you for bringing this to our attention and for providing us with a chance to respond. At TaskRabbit, we are committed to delivering a quality experience on each and every task. In this particular instance, the Support Team outlined the steps needed to move toward a resolution. As per TaskRabbit's Happiness Pledge (pledge.tr.co), in some circumstances, users must provide TaskRabbit with detailed documentation such as receipts, photos, assessments etc. that *** be applicable to their claim. The feedback provided by the Client is very valuable to our team as we continue to develop and improve our product. We value feedback from our community, and we will ensure that the appropriate team gets this information.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Yesterday, a yard work **************************, was an hour late to a task. When I asked when I could expect him, he suggested a family emergency arose and he'd send two other crew members over. He suggested he was sorry about the delay but he'd give me "two for one!" His partner and another man arrived with broken equipment. After an hour of repair, they worked for approximately three hours. At the completion of their work, the ******** wife suggested that the pay would be for two people. When I shared what her husband had suggested, and that I would pay the agreed upon amount, she said that was not aware of this conversation and wanted me to compromise with her. She continued to tell me, "this isn't right. I guess I just won't get paid for the day." The original ****** then messaged and suggested he needed to talk on Zoom or on the phone, which is a breech of policy. He said that the two for one offer only pertained to the first two hours of work. He discontinued the conversation and charged me for six hours of work. The greatest issue is that the complaint I filed was not followed up with by TaskRabbit. All lines to TaskRabbit **************** were off during the business day. I was left to pay this person an amount that was not agreed upon with no recourse. All necessary information is in the chat and yet I still cannot receive support for this matter. I do not want others to fall for fraudulent behavior that is backed by this company. When taskers can charge any amount they choose and then change terms without sharing this with clients, this becomes problematic.

  Business response

  07/12/2024

  Thank you for reaching out and allowing us to connect on this!
  
  It is important to note that Taskrabbit is a technology platform allowing users who need help with tasks (Clients) to hire independent contractors (Taskers) who can provide services. Taskrabbit itself doesnt provide these services to Clients, nor does it employ or supervise Taskers.
  
  We can see you currently have a ticket (#*******) open and would encourage you to respond to our Team there to work toward a resolution.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 23, 2024 I scheduled a task to use my credit with Task Rabbit. Each time I schedule a task, the ****** cancels. I contacted Task Rabbit requesting that they refund the credit to my credit card that they have on file and they refused to do so. I'm unable to resolved this issue on my own.

  Business response

  07/11/2024

  Thank you for bringing this to our attention and for providing us with a chance to respond. In looking at the email and phone number provided, we've been unable to locate a reachout from this user to our team about the issue. For privacy and security reasons (**********************************************), we'd ask that the account holder reach back out at help.tr.co with the information associated with their Taskrabbit account so we can look into this further. We look forward to connecting with the Client further soon and appreciate your understanding in this matter. 

  Customer response

  07/12/2024

   
  Complaint: 21969206
  
  I am rejecting this response because I've contacted customer service in numerous occasions about receiving a refund and they told me there was nothing they could do. 

   

  on April 1, 2024, when I told the manager that the Taskers keep canceling and that I was going to have to contact BBB, she responded,  "well contact the Better Business Bureau because there's nothing I can do". My current and correct email address is on record and they can contact me via the Task Rabbit app. They haven't reached via any of these methods.

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

  Business response

  07/15/2024

  Thank you for responding and allowing us the chance to connect further on this. 
  
  After review, we can confirm that the Client has received regular communication from Taskrabbit including a resolution offer that is in accordance with the Taskrabbit Happiness Pledge (www.taskrabbit.com/pledge). As a Taskrabbit credit was applied to the account as a gesture of goodwill, outside of the Happiness Pledge, we are unable to provide a refund in lieu of that credit. We hear the Client's frustrations regarding task cancellations, however, the credit remains on the account and can be used toward another future booking. 
  
  The resolution offer of a credit was accepted in November 2023. As such, the Client's claim was marked "Closed". Regardless of the outcome of the claim, please know that we take the Client's feedback seriously and will ensure this is communicated to appropriate teams. Thank you again for bringing this to our attention.

  Customer response

  07/16/2024

   
  Complaint: 21969206
  
  I am rejecting this response because I have been trying to schedule tasks for the past year.  Since I'm not able to do so, I no longer want to use the service.  When I've called to complain about the cancellations, Task Rabbit states, "the contractors are independent and there's nothing they can do".  Having a credit holds my money hostage.
  
  Sincerely,
  
  *************************

  Business response

  07/17/2024

  We appreciate the opportunity to continue this discussion. 
  
  We understand that this outcome is not what the Client hoped for and deeply apologize that we're unable to help further. In this case, the results of this claim investigation and our resolution were in line with the Happiness Pledge and its exclusions and would be the final amount of assistance that can be offered. As this was accepted, it cannot be amended.
  
  We truly value each experience and have passed this feedback on to our teams.

  Customer response

  07/20/2024

   
  Complaint: 21969206
  
  I am rejecting this response because I need a refund. When I accepted the credit,  Task Rabbit didn't explain a Happiness Pledge neither was it mentioned. This pledge was only brought to my attention as a result of my BBB complaint. 

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

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged $25.00 to open an account with Taskcrapbbit. Lost access to account and was unable to retrieve it. After 5 separate attempts to contact this company I am still unable to access this account. I believe this company is doing this purposely in order to fraudulently scam its customers.

  Business response

  07/15/2024

  Thank you for reaching out. During the registration process, users who are registering to offer their services as an independent contractor (******) on the platform will pay a registration fee which goes toward the screening checks that our third-party processor conducts for all Taskers registering on the platform. This information is transparently communicated on a stand-alone page during the registration flow that says the following:
  
  "****** Registration Processing Fee
  If you move on to the next step of the registration process, we will charge your credit card a nonrefundable $25 registration processing fee. Notwithstanding payment of the fee, TaskRabbit does not guarantee placement as a ****** on the Service.
  
  Furthermore, this page requires the registrant to actively enter their credit card information, thereby further consenting that they wish to pay the registration fee in order to register to be a ******. That being said, if a user wants to retract their registration they may do so at any time by deactivating their account. If assistance is needed with accessing the account, we will need the account owner to contact our Support Team at help.tr.co. We've been unable to locate any reach outs at this time.

  Customer response

  07/15/2024

   
  Complaint: 21930489
  
  I am rejecting this response because:
  After contacting their support multiple times I am still unable to get this issue resolved. If this company needs to resort to fraud and stealing then maybe they need the $25.00 much more than I do!
  Sincerely,
  
  ***********************

  Business response

  07/16/2024

  Thank you for the opportunity to connect further. 
  
  After reviewing the email address and phone number provided, we have been unable to locate any contacts from an account associated with that information. We would suggest reaching out to our Support Team from the phone number or email address associated with your Taskrabbit account. From there, our Team will be able to look into this further.
  
  Thank you for sharing your concerns and feedback!

*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. ↩