ComplaintsforThumbtack, Inc.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing regarding Thumbtack, a digital platform connecting service professionals with clients, to deactivate my account. I believe this decision was made in error and without proper justification and negatively impact.On April 12, 2024, I created an account with ********************** as a handyman with the intention of providing my services to the local community. During the setup process, a Thumbtack representative contacted me, assisted me with verification, background checks, and answered my questions. I signed a contract electronically and paid a $200 service charge, as required by the platform.After completing the initial setup, including uploading pictures of my previous work and sharing my profile link with clients for reviews, I attempted to log back into my account. To my surprise, I found that my account had been deactivated.Upon contacting Thumbtacks support team, I was informed that my account was associated with a previous account that was closed four years ago. This earlier account, created under an LLC entity in 2020, was deactivated due to a misunderstanding involving a job I was not involved in and a payment that did not go through. However, the current account was created with all required information and procedures, with the assistance of Thumbtacks representative, and I have strictly adhered to their terms of use.Thumbtacks decision to deactivate my new account without any specific violations on my part appears to be unjust and detrimental to my business. I have invested time and money into setting up my Thumbtack profile with the hope of expanding my business and serving my community. Their abrupt action has caused significant disruption to my work and potential loss of income.Please see documents attached. Thank you.

  Business response

  08/20/2024

  Thank you for this feedback. 
  
  We have been able to review this matter. We have identified that your account is now fully functional. 
  
  If you have additional questions Thumbtack can help you with, please contact us here:******************************************************************

  Customer response

  08/21/2024

  Dear Mr ************************* would like to express my deepest gratitude to the Better Business Bureau. I confirm that account is reactivated and I got my first job from Thumbtack. Thank you for your service ***************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired ************** as a ******* through TumbTack. They installed my window AC unit in the wrong window in my garage, said he would come back to move it on Monday and went ghost.I booked 2 days ahead but he waited until 2 hours before the appointment start time to say he wanted an additional $75 dollars for the drive though they showed as local. By waiting last minute, the odds of me canceling to find someone else for the original price became far less likely. It was a bait and switch right before the buzzer sleazy approach to capturing business. ATP Im disgusted because in spite of the up-charge and wrong placement I still thought this kid was decent enough to come fix it, but I was wrong.When I contacted ThumbTack to complain and request a refund and a new professional to come and fix the job, they never called me back to follow through. Instead, they sent me an email requesting screen shots and invoices but again never called. Its been 3 weeks and I have gotten no where with the dispute. Again Im told theyll call me back, theres no manager to connect me to immediately. Theres no urgency. No genuine attempt to resolve. I no longer trust the service all together. And it makes sense that the tech felt he could ghost me because ThumbTack is doing nothing about it.

  Business response

  08/14/2024

  ******, Thank you for reaching out to Thumbtack through the Better Business Bureau.

  We are disappointed to hear of your recent negative experience with a service provider you found on our platform, and the support you have received so far. Please know that we hold the service providers who use our platform to a high standard of professionalism and integrity. We take situations like this very seriously, as the safety and trust of our community members is paramount.

  We noticed that you have taken a proactive step by starting a dispute with our Trust and Safety team. This was the right course of action, and we want to encourage you to continue communicating with them. Our team is dedicated to addressing concerns such as yours with the utmost care and diligence, and they have provided you a link where you can schedule a call to further discuss your concerns. As part of our resolution process they may ask you for documentation to determine the next steps, and they will work with you to investigate the matter thoroughly and to help you move forward. So please continue to work with the agent that has been assisting you.

  Customer response

  08/14/2024

   
  Complaint: 22136360
  
  I am rejecting this response because: I submitted my initial complaint by phone 3 weeks ago and was told I would receive a call back in 2-3 business days.

  The Process to even contact them is contrived and this system of sending an email and doing nothing further is insulting. I have had to follow up multiple times and still have yet to speak with a manager. I submitted proof via email of my complaints which they required before even dignifying me with a call and still there was none. 
  

  It was not until hours after I contact BBB that they then began to flood me with emails to assign a case manager. And still put the owners on me to book a call. Its absurd - I already requested transfer or a call back from a manager twice. And its obvious to see why the contractor felt empowered to go ghost, theres no urgency or accountability here what so ever. Its like theyre hoping people just go away. Its disgusting.

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

  Business response

  08/16/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau. Please rest assured, we are fully committed to addressing the issues you've encountered and are actively taking steps to ensure a resolution is reached that meets your expectations. 
  
  Your experience and satisfaction with the service providers you work with through our platform are of utmost importance to us. We understand the significance of your concerns, and we want to assure you that they are being taken very seriously. 
  
  We can see you have been in communication with one of our dedicated Trust and Safety agents. Were confident in their ability to work towards a satisfactory resolution and would encourage you to continue this dialogue. 
  
  Our aim is to ensure that all our customers move forward in the best possible way, and to that end, we are here to support you every step of the way. Should you have any further questions or need additional assistance, please don't hesitate to reach out to our Trust and Safety team directly.
  
  Thank you for your patience and understanding as we work through this matter. We value your trust in our platform, and I am committed to restoring your confidence in our services.

• Initial Complaint

  08/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 29th, 2024, Thumbtack charged my credit card $213.35 without my authorization. Despite multiple attempts to resolve this issue directly with the company, they have refused to refund the charges.I have discovered numerous complaints from other consumers who have experienced similar unauthorized charges, which suggests a pattern of questionable billing practices by Thumbtack. Below are links to complaints from other customers facing similar issues:******************************************************************* ***************************************************************************************************************************************** I am filing this complaint to request your assistance in taking appropriate action to address this issue. Additionally, I am seeking a full refund of the unauthorized charge from Thumbtack.Thank you for your attention to this matter.

  Business response

  08/14/2024

  *******, we really appreciate your business with Thumbtack and were here to help answer any questions and provide information on our policies to help you be successful on the site.
  
  As you're aware, we are a lead-generating platform. Customers can reach out to you wanting to learn more about your business. Whether or not youre hired, youre paying for the value of being connected with a potential customer. All sales on ********************** are final and non-refundable per our refund policy in our Terms of Use under the section Thumbtack Fees and Taxes., which all users on Thumbtack agree to upon signing up. However, we know every dollar counts when you are a business owner, so there are certain situations where we will add credit back to your Thumbtack balance.

  As a user-managed platform, each pro is solely responsible for controlling their account. Even though this situation is not covered, you can still reach out to Support to see if they may be able to consider a courtesy credit, though you'll need to speak with a Support Advocate to find out if that will be possible.

  
  Here are some resources that will help you learn about how to set up your targeting:

  Setting up Targeting - **************************************************************************

  All about Targeting - ***************************************************************

  Setting up your travel preferences - ****************************************************************
  
  You can read more about our refund policies and requesting credits here: help.thumbtack.com/article/refund-policyhelp thumbtack.com/article/how-to-request-a-refund

  If you have additional questions Thumbtack can help you with, please contact us here:******************************************************************

  
  

  Customer response

  08/14/2024

   
  Complaint: 22121975
  
  I am rejecting this response because:
  

  Ive never authorized to the charges. The company charged my credit card without my consent.

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

  Business response

  08/16/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau. 
  
  We wanted to take a moment to address your concern regarding the billing practices on our platform. First and foremost, we want to reiterate our unwavering commitment to the security of our platform and the trust you, as our valued pro, have placed in us.
  
   It's fundamental to our values that we operate with transparency and integrity, ensuring your experience with us is both beneficial and secure. We understand how concerning it can be to see unexpected charges, and we want to assure you that we would never charge your card without explicit permission. When you signed up for our platform, you agreed to our terms of use, which, among other things, include our billing practices. 
  
  Specifically, these terms grant us the authorization to charge your card for leads when customers request you. This process is designed to streamline the connection between you and potential customers, ensuring you never miss out on business opportunities. 
  
  We deeply value the trust you've placed in our platform and are here to ensure your experience is positive and fruitful. If there are any aspects of our platform or the billing process you'd like to discuss further, or if you have any other questions or concerns, please do not hesitate to reach out to our Service and Support team directly. They are well-equipped and eager to assist you with any needs you may have. 
  
  Thank you for your understanding and for being an integral part of our professional community. We look forward to continuing to support your business and contributing to your success.

  Customer response

  08/16/2024

   
  Complaint: 22121975
  
  I am rejecting this response because:

  I have never authorized these transactions. Your company charged my card without my consent. I requested a refund from your support team, but it was refused. I insist that you issue the refund immediately.
  

  Sincerely,

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a tailor, Sugerapple Couture on Thumbtack to make a bridesmaid dress for my best friends wedding. She agreed to make the dress at a price of $275 and destroyed my dress. I asked for one style, she made a completely different style, stole my fabric, tried to charge me extra for the dress and refused to fix it or allow me to try on the dress and stole the remainder of my fabric. I reported this to Thumbtack and in retaliation of me reporting this, they deleted my thumbtack profile, didnt rectify the issue and completely discriminated against me for making a complaint as a consumer. They had no real reason to delete me other than me filing a complaint against the tailor. If they dont rectify this, I WILL be taking them to court. I have attached what I booked Vs what she made.

  Business response

  08/14/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau, and for sharing your concerns.
  
  We have thoroughly investigated your situation and we find that a final decision has been made. We did not make this decision lightly and will not be reconsidering the action we have taken.
  
  The action taken was in accordance with our Terms of Use. ******************************************
  
  We wish you well as you move forward.

  Customer response

  08/14/2024

   
  Complaint: 22118431
  
  I am rejecting this response because: This was direct retaliation for me reporting a business on their platform and my business has nothing to do with my experience as a consumer. They are trying to punish me do receiving services that ****** delivered as agreed to and are allowing the business to violate policies as a result. Seeing that their response has nothing to do with the retaliatory actions taken against me for filing a report, I will be handling this in small claims court with all receipts being provided. 
  
  Sincerely,
  
  *******************************

  Business response

  08/16/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau, and for sharing your concerns. We have thoroughly investigated your situation and we find that a final decision has been made. We did not make this decision lightly and will not be reconsidering the action we have taken.The action taken was in accordance with our Terms of Use.****************************************** We wish you well as you move forward.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********************* ************************************** *********** responded to a Thumbtack.com inquiry as a qualified metal worker to build me a custom metal handrail for my front porch. I gave him a sizable deposit and trusted him to fabricate the product. For 5 months he made excuses and did not deliver any product. In May I asked him to refund my deposit. He said he would but did not have the money. I told him to call me when he could pay me. He never did. I am concerned about him cheating other elderly people here in **.

  Business response

  08/13/2024

  ******, Thank you for sharing your concerns about a service provider you hired throug Thumbtack. We appreciate your interesting in keeping Thumbtack safe for other users. An agent will reach out to you by email to collect some additional information, and see if there is anything further the can do to assist you with this concern. If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired a "pro" through Thumbtack, someone who they report has been vetted and had a background check. The work was never completed and what was done was done incorrectly. This involved building out a space in a basement and the work was done so poorly that it all needs to be ripped out and redone. We paid the pro 75% of the total cost. We therefore paid this "pro" $6500, and we paid for the supplies, that cost being extensive and we are losing all of this money. I reached out to Thumbtack to get the address of the "pro" so I could file a case in small claims court. They only provided a town, state and phone number. I asked for the street address which I could not find through any means available to me, and they refused. I asked about the pro being vetted and was told he was vetted through a third party organization and that information is "confidential". In other words, they consider the street address confidential and will not help me with this. I am now stuck.They also will not consider the damage done to our space as damages and not covered under their "thumbtack guarantee". And regarding the "vetting" that was done, the pro turned out to be an extensive liar, and we learned later on was in prison. I'm seeking more support and assistance from Thumbtack, at the very least the street address, and review of this case for damages to our property.

  Business response

  08/12/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau. 
  
  We understand your position and recognize how difficult this experience has been with the pro you hired. Our Trust and Safety team has exhausted all their resources and they have provided you with next steps on how to pursue the pro you hired. As a neutral third party, were not directly involved with any agreement between customers and the service providers who advertise here. Instead, its our role to help you both work together toward a resolution when issues occur. In this case, the pro you hired has not taken those steps to work with us, so weve removed their account. Though wed like to help further, we are limited in the assistance we can offer and have taken the action we can as a platform. Ultimately, the pro you hired is responsible for resolving your concerns.
  
  We have reviewed your concerns based on the information you have provided and found the situation did not meet the eligibility for the Property Damage Guarantee. You can review the guarantee terms here: ***************************************************************************************;
  
  At this time, we encourage you to explore your local resources to further pursue a resolution from the pro, such as your local small claims court. If there is any way that Thumbtack can support you in those efforts, please dont hesitate to reach back out to the Trust and Safety specialist you've been working with.

  Customer response

  08/13/2024

   
  Complaint: 22110746
  
  I am rejecting this response because you did not respond to my original complaint. I'm asking for the correct contact information for this "pro", meaning the exact name (he referred to himself with two names), street address, town/city and state that this individual resides in. You DO have that information, yet you refuse to provide it to me due to your describing it as "confidential". Yet you went ahead and gave me information, but that information is not correct. 

  You gave me the town, state and phone number, yet all three are not correct. You indicated that you have obtained that information through a third party vendor that "vets" the "pro". I need that information in order to pursue any legal action, and when I kindly asked for it, I was told to look it up. Well I have looked it up and I can't find it anywhere, and when I expressed this, I was ghosted. If you truly vetted this pro, then you would have obtained this information, therefore this leads me to question if you did do a background check and vet this individual.

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

  Business response

  08/15/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau.
  
   We want to express our understanding regarding your recent request for more detailed information concerning the service provider you worked with through our platform. We truly recognize your desire to obtain further information and appreciate your efforts to reach out for clarification. However, due to strict adherence to privacy laws, we're limited in the extent of information we're able to share. 
  
  These laws are in place to safeguard the confidentiality and privacy of all parties involved on our platform. Please be assured that we have provided you with all the information we can legally disclose. We understand that this might not be the full extent of the details you were hoping for, but our hands are tied by regulatory and privacy constraints. 
  
  For any additional information about the service provider, you might find that directly communicating or seeking such details outside of our platform could be more productive. We apologize for any inconvenience this may cause and truly appreciate your understanding of the situation. 
  
  Thank you for using our services, and please feel free to reach out if you have any more questions or if there's anything else we can assist you with. Your satisfaction and trust in our platform are of the utmost importance to us.

  Customer response

  08/16/2024

   
  Complaint: 22110746
  
  I am rejecting this response because of the fact that if you vetted this pro, you should have the correct contact information. And if you are provided the name, address and phone of that pro, it should therefore be correct. So there are two issues at hand here - 1. Since you're sharing the contact information, it is NOT correct, is it not your obligation to give the correct information to customers who trust you to do so?, and 2. I don't believe you vetted this pro. I see no proof, because if you did, you would have that correct information. He also spoke of being in prison. All information points to you not having vetted this pro. You are trying to deny the obvious. Also, I am completely aware of online methods to find people, however this pro is not listed anywhere with the information given and I suspect even his name has been misrepresented. He asked that we make the check out to a different first name. His phone is traced back to his sister, not him. 
  Are you saying that you take no ownership of this, that just saying you vet pros is good enough, and when you give unknowing customers the wrong information about a pro, that is not something you care about, will do anything about, and will take no ownership of?
  Sincerely,
  
  ********************************************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used the website ************************************* to find and/or hire cleaning companys. I ended up hiring one such company to provide services to **** put in my information for said companies that I was interested in so that they could contact me...email, telephone number, name...ect I keep getting emails from thumbtack that I do not want. There is an unsubscribe link in the emails that they have been sending me. When I click it I go to their website and they want me to create an account before i can unsubscribe from their unwanted email that I did not agree to. I do not have a thumbtack accouint nor do I want one.I should not have to create an account to unsubscribe from their unwanted emails.

  Business response

  08/13/2024

  *****, Thank you for your email and for sharing your concern that you do not want to receive further emails from Thumbtack.

  In order to request the cleaning job you mentioned you had to have an account with **********************, and when we reviewed the information you sent to the Better Business Bureau we did find that you already have an account with **********************. It may be you are being taken to a sign in page where you could also create a new account. ********************** has changed your settings so you will not be getting further contacts per your request. If you would like to deactivate your account here is some addiitonal information to assist with that: **************************************************************************

  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Thumbtack charged me for a lead that I declined and they refused to credit me back. They did not have permission to charge me nor do they have permission to charge my credit cards anymore. Moving forward I will be deleting my account. They continually charge my credit card without my permission. When the professional is supposed to have the opportunity to either accept or deny the lead. 99% of their leads are bogus. They're fake. They're not real people, not real. Phone numbers, not real emails, not real. *** leads so they charge the professionals over and over again when we're not getting hired

  Business response

  08/12/2024

  Thank you for reaching out to Thumbtack via the Better Business Bureau. 
  
  As you're aware, we are a lead-generating platform. Customers can reach out to you wanting to learn more about your business. Whether or not youre hired, youre paying for the value of being connected with a potential customer. 
  
  All sales on ********************** are final and non-refundable per our refund policy in our Terms of Use under the section Thumbtack Fees and Taxes., which all users on Thumbtack agree to upon signing up. However, we know every dollar counts when you are a business owner, so there are certain situations where we will add credit back to your Thumbtack balance. You can read more about our refund policy here: ***********************************************************.
  
  We greatly respect the pros who use our site and the money they spend with us. All leads on Thumbtack go through a verification process and we don't allow fake leads on the site. If you ever encounter a suspicious lead, please report it to us right away here: ***************************************************************************. We'll look into the situation and take appropriate action as needed.

  Customer response

  08/12/2024

   
  Complaint: 22108592
  
  I am rejecting this response because:

  This is a fraudulent charge by your company 

   

  I REFUSED THE LEAD IN OTHER WORDS I DID NOT ACCEPT IT.!!!

   

  YOU DO NOT HAVE AUTHORITY TO CHARGE MY CREDIT CARD FOR LEADS THAT I REFUSED 

  I will file a dispute with my credit card company and get the charges reversed and I will file a complaint with the attorney general And the FTC 
  
  Sincerely,
  
  *************************

  Business response

  08/14/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau. It's always our priority to ensure clear and transparent communication, and we appreciate the opportunity to clarify any confusion. 
  
  Regarding your query about how leads work on our platform, allow us to provide some insights. Our platform is designed to create a bridge between professionals like yourself and potential clients seeking your expertise. When a lead is generated, it signifies a client's interest in your services. We believe each lead presents a unique opportunity for professionals to connect with new customers, expand their businesses, and thrive. 
  
  It's important to note that there is a charge for each lead provided, regardless of whether the opportunity is acted upon. The reason for this is that the lead represents valuable market insight and a potential customer reaching out specifically for your services. This process is part of our commitment to creating meaningful connections within our community. By choosing to use our platform and services, professionals agree to our terms of service. Within these terms, it is specified that charges apply for leads, even in instances when the professional decides to decline the opportunity. 
  
  We strive for transparency in all our policies to ensure all our users have clarity on how our platform operates and the value it brings to their business. We want to thank you deeply for your business and understanding. 
  
  Our team is here to support you in navigating the platform and making the most of the opportunities it presents. Should you have any further questions or need assistance, please don't hesitate to reach out. 
  
  Thank you for choosing our platform as a partner in your professional journey. We look forward to continuing to support your business growth.

  Customer response

  08/14/2024

   
  Complaint: 22108592
  
  I am rejecting this response because:

  THAT IS AN UNACCEPTABLE RESPONSE ALL YOU DID WAS COPY AND PASTE FROM YOUR FAQS PAGE

  IF YOU CAN'T REPLY TO THIS LIKE A NORMAL HUMAN BEING AND REFUND THE MONEY THAT YOU FRAUDULENTLY CHARGED ME FOR A LEAD THAT I REFUSED THEN I WILL JUST GO AHEAD AND MOVE ON TO OTHER MEANS TO GET MY MONEY BACK 

  THANK YOU

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

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an 8+ year Top Pro (a coveted rating with high scores, high response rates, high rated reviews, etc.) in the Computer Repair category. As like many businesses there are some categories of repair under that umbrella I do work on and that I don't work on and I spell it out very clearly and have for years on my profile that potential customers view. Right from my profile page - We do not service or repair:- ********************* (Mac or PC) - meaning over 5 years of age on average - Cellphones and Tablets - ************* Surface Products - Any Chromebooks - Any Game Systems/Game Consoles - Monitors/TV's - Any non-computer based electronics (including peripherals)- Any iPod's or MP3 Players - Soldering/Micro-soldering - Printers - External Computer Mice/External Keyboards/External Monitors - No Hard Drive Repair - Liquid Damage - No Apple Activation Lock Bypasses - Violation Of Apple's Terms of Service, i.e, not legal.That list was generated for those services that I don't provide. When I would request a refund (in reality a credit as no money is returned) for any of those request they were readily granted as I have them spelled out clearly. Getting these credits when a request comes in for services I don't provide has not been an issue over my 8+ years as a Top Pro up until about the last 60 days or so. Now they are getting denied and even when I call support there seems to be little to no concern. Rarely are these service requests, that I don't provide, get credited now.I have been contacting Thumbtack trying to talk to a supervisor to no avail and am now receiving threatening emails concerning contacting Thumbtack about this concern. I am being threatened with what sounds like removal from a platform that I have been in great standing for 8+ years and used in good faith because I am rightly frustrated and angry with recent dismissive treatment of my concerns about credits that didn't exist prior to 60 days ago. Outstanding credits come to about $26.88.

  Business response

  08/12/2024

  Werter, we appreciate your business with Thumbtack and we take your concerns very seriously. So, were happy to help answer any questions and provide information on our policies to help you be successful on the site. 
  
  As you're aware, we are a lead-generating platform. Customers can reach out to you wanting to learn more about your business. Whether or not youre hired, youre paying for the value of being connected with a potential customer. 
  
  All sales on ********************** are final and non-refundable per our refund policy in our Terms of Use under the section Thumbtack Fees and Taxes., which all users on Thumbtack agree to upon signing up. However, we know every dollar counts when you are a business owner, so there are certain situations where we will add credit back to your Thumbtack balance.
  
  You can read more about our refund policy here: ***********************************************************
  
  Here is how to request a refund: *********************************************************************
  
  Please refer back to the email sent to you by our supervisor team. They will be able to address any specific questions you have. 
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

  Customer response

  08/12/2024

   
  Complaint: 22105935
  
  I am rejecting this response because: Again as it states very clearly on my profile for every client to see before requesting my services. These exceptions have been honored for years by Thumbtack as I do not have the tools or facilities to provide these services. Again it has only been recently that it has not been honored:
  
  We do not service or repair:
  
  - ********************* (Mac or PC) - meaning over 5 years of age on average
  - Cellphones and Tablets
  - ************* Surface Products
  - Any Chromebooks
  - Any Game Systems/Game Consoles
  - Monitors/TV's
  - Any non-computer based electronics (including peripherals)
  - Any iPod's or MP3 Players
  - Soldering/Micro-soldering
  - Printers
  - External Computer Mice/External Keyboards/External Monitors
  - No Hard Drive Repair
  - Liquid Damage
  - No Apple Activation Lock Bypasses - Violation Of Apple's Terms of Service, i.e, not legal
  
  Sincerely,
  
  *******************************

  Business response

  08/14/2024

  Thank you for contacting Thumbtack through the Better Business Bureau.
  
  First and foremost, we deeply empathize with the position you're in its always challenging when expectations dont align with outcomes, particularly in a professional setting. Your satisfaction and success through our platform are paramount to us, and we genuinely appreciate the opportunity to serve your business needs. 
  
  We would like to clarify our refund policy, especially in relation to the specific leads you have inquired about. As outlined in our terms of service, which we try to make as transparent and user-friendly as possible, the leads provided are not eligible for refunds. This policy is in place to ensure fairness and accountability for all parties involved - both for our professionals, like yourself, and the clients seeking services. That being said, we are committed to supporting your business growth and ensuring you get the most value from our platform. If there's any feedback you have regarding the leads or if theres anything specific youre looking for in the leads that we can help improve, please dont hesitate to let us know. Y
  
  our input is invaluable in helping us enhance our services. Thank you for choosing and trusting our platform for your business needs. Its professionals like you that define the strength and quality of our community. As you continue to move forward, please know that we are here to support you in every step of your journey toward achieving your business goals. Wishing you all the best and looking forward to continuing to work together.

  Customer response

  08/14/2024

   
  Complaint: 22105935
  
  I am rejecting this response because:
  
  The screenshot I provided was incomplete from the last response I have provided a complete/accurate one here. Everything I do and don't do is spelled out very clearly under my introduction section. As a matter of fact my profile page and introduction section is far more transparent than 99% of the other Top Pro's and Non-Top Pro's I've seen on the platform.
  
  Here's a link to the page as well.
  
  **********************************************************************************************************************************************
  
  As I said prior the services I provide and do not provide (or do not meet my job preferences as I don't provide for, have tools for, training for, and thus don't work on as is applicable) are spelled out very clearly on my profile. Credits, as I don't get refunds, for those services I don't do/provide have not been an issue until the last two months or so. As a matter of fact I have never asked for a refund for any of these leads just the credit towards leads for services that I actually provide. Translation, Thumbtack still gets to keep their money as they have always done I am just not getting credited for many invalid leads that were done in the past to use towards valid leads. The information for what I do and don't do is readily available for any potential customer to read prior to requesting my services on my profile page. Also, which is what prompted this BBB filing, having a management person email me and then threaten me into silence (see the other two attachments) if I don't stop calling in on invalid leads in combination with having support people both get ugly, rude, and profane with me on phone calls and hung up on me multiple times (4-5 times in row in one instance) when trying to get these invalid leads taken care of is both highly disturbing and unprofessional. And just for transparency on my part, did I get angry on the phone after being hung up on 4-5 times (as well as all of the other times) absolutely because it gets frustrating when it feels like no one is listening and then you get hung up on or, as happened multiple times right after I verified my account, I would get hung up on repeatedly. There are many things I like about Thumbtack but this divisiveness by Thumbtack support staff and management over these invalid leads of late is not one of them. And the responses I've gotten to this BBB complaint still shows me no one is listening.
  
  I have provided stellar service to clients on the Thumbtack platform over my 8+ years as a Top Pro as show by my hires and my feedback as well as my metrics. The fact that I am being treated the way I have been in the past few months I find appalling and it just show that this platform, even for long time high performing Top Pro's, do not have my back as they once did. 
  
  Sincerely,
  
  *******************************

  Business response

  08/16/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau (BBB). Your initiative to communicate through such channels underscores the importance you place on effective resolution, and we truly appreciate your patience and understanding as we navigate your concerns. 
  
  We understand that every lead represents not just an opportunity but a vital component of your business where every ***** indeed counts. Our commitment to supporting your success is unwavering, and part of that commitment involves a rigorous review process to ensure fairness and compliance with our policies and procedures. 
  
  After careful consideration and a detailed review of your request, it has been determined that your account is not eligible for the adjustment you requested. Please understand that this decision was made after a thorough and comprehensive assessment of the information available to us, and as such, we must inform you that this decision is final. 
  
  We recognize that this news may be disappointing, and we want to assure you that it does not, in any way, diminish the value you bring to our community of professionals. We strive to maintain a transparent, equitable platform for all our users, and sometimes, these difficult decisions are necessary. 
  
  Thank you for your understanding, and despite this setback, we look forward to continuing to support your business endeavors on our platform.

  Customer response

  08/19/2024

   
  Complaint: 22105935
  
  I am rejecting this response because:
  
  Thumbtack clearly does not value it Top Pro's or the fact that clearly spelled out services are not provided by said Top Pro as has been shown clearly on their profile/introduction page, fails to issues credits for leads for services that they do not provide, leads that were readily credited in the past, but feel it appropriate to issue multiple threats in the form of emails to silence an 8+ year Top Pro as was attached to the prior response. I reject this and all other responses for the same exact reasons that I filed this complaint in the first place.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As a Pro on Thumbtack, I have encountered numerous issues with their business practices that I believe are unfair and financially detrimental to service providers like myself.To obtain work through Thumbtack, Pros are required to pay for leads. When a potential client messages multiple Pros, each Pro is charged a lead fee. However, only one Pro will ultimately secure the job, while Thumbtack collects lead fees from all the contacted Pros. This results in significant financial losses for the majority of Pros who do not receive the work but still incur the cost of the lead fee. In my case, I have paid approximately $300 for leads and have not received any work from these inquiries.Thumbtack's policy of charging Pros immediately upon receiving any message from a potential client is particularly problematic. Many of these messages are from individuals who are merely "tire kicking" and not seriously considering hiring a Pro. Despite this, Thumbtack refuses to refund Pros who do not secure work, citing their business model that charges for exposure to potential clients rather than guaranteed work. This approach is both unfair and exploitative.I have reached out to Thumbtack support multiple times to request refunds for the leads that did not result in work, but my requests have been denied due to their rigid and unjust policy. As a small business owner, I rely on platforms like Thumbtack to find work, but instead, I am losing money to a large corporate entity with no compensation or return on my investment.This situation has caused me significant stress and financial hardship. I feel that Thumbtack's practices are misleading and unethical, taking advantage of service professionals who are simply trying to find work. I am requesting the Better Business Bureau to investigate Thumbtack's business practices and take appropriate action to ensure fairness and transparency for all service providers using their platform.

  Business response

  08/12/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau. We really appreciate your business with Thumbtack and were here to help answer any questions and provide information on our policies to help you be successful on the site. 
  
  As you're aware, we are a lead-generating platform. Customers can reach out to you wanting to learn more about your business. Whether or not youre hired, youre paying for the value of being connected with a potential customer. All sales on ********************** are final and non-refundable per our refund policy in our Terms of Use under the section Thumbtack Fees and Taxes., which all users on Thumbtack agree to upon signing up. 
  
  However, we know every dollar counts when you are a business owner, so there are certain situations where we will add credit back to your Thumbtack balance. You can read more about our refund policy here: ***********************************************************.

*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. ↩