Complaints

This profile includes complaints for Thumbtack, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thumbtack, Inc.

  1355 Market St Ste 600 San Francisco, CA 94103-1337

• 

  Thumbtack, Inc.

  12936 S Frontrunner Blvd Draper, UT 84020-5480

• 

  Thumbtack, Inc.

  12936 S Frontrunner Blvd Ste 500 Draper, UT 84020-5485

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HERE WE GO AGAIN. THEY DONT MONITOR THE SITE AND I GOT ANOTHER LEAD WHICH DOES NOT EVEN FIT IN MY PREFRENCES AND THEY TELL ME IT DOES NOT QUALITY FOR A REFUD BUT IT DOES , THEY KEEP TAKING PROS MONEY WITH LIES AND BOGUS LEADS AND MAKE YOU FIGHT FOR EVERY ***** DO THEY CAN GET RICH. AGAIN ANOTHER DENIAL WITH THIS PEOPLE THAT DO SHADY BUSINESS. THIS IS CRAZY THIS COMPANY NEEDS TO BE MONITORED.

  Business Response

  Date: 04/15/2025

  Hi *****,
  

  Thanks for bringing this to our attention. Were sorry to hear about the frustration this lead caused and understand how important it is to feel confident in the value youre getting. Weve reached out to you directly under case #******** to take a closer look at what happened. We take feedback like this seriously and look forward to working with you to better understand the issue and explore any next steps.

  
  

• Initial Complaint

  Date:04/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a commercial janitorial company. I have been attempting to purchase leads from Thumbtack to obtain janitorial clients and have gotten more leads for people looking for jobs than actual clients looking for work to be completed. There are individuals going on this platform and using it as a resume service (similar to Indeed) to get a job with the companies purchasing the leads and Thumbtack has no way of preventing this from happening. Then when it does happen they will not refund your money. Some of the leads even have head shot photos of the person trying to get hired and not photos of a job to be completed. The issue I run into being in the janitorial industry is that many of the people trying to get hired dont speak much or almost any English so they dont answer the Thumbtack response message or any text messages. They only tell you verbally on the phone that they are looking to get hired by my company for a job. Another issue with this is that the person looking for the job has the option to choose whatever they want as the lead options, meaning sometimes these leads are almost $200 because the person picks larger job options when submitting their info to get ******** the last week alone Ive been charged $131.30, $130.72 and $171.04 for leads that were people looking to get hired to work for me and Thumbtack has denied refunds. Whats more disgusting is that they charged 5 Pros these amounts and probably didnt refund them either. This means the one resume alone made them $855 and they wont refund. What a scam. I did not sign up or agree to hire more employees for my business, I signed up for business leads. Thumbtack needs to refund my money and also do more due diligence in their refund department. I attached below a picture of what these leads look like with the headshot of the person looking to get hired. This is absurd. Thumbtack is robbing small businesses.

  Business Response

  Date: 04/15/2025

  Hi *****,
  

  Thanks for bringing this to our attention through the BBB. Were really sorry to hear about the experience youve hadespecially given how important lead quality is when youre investing in growing your business.
  

  We take feedback like this very seriously and want to make sure its reviewed properly. Please reach out to our support team so they can take a closer look at the charges and lead details you mentioned. You can email us at ******************************** or call us at ************ during our business hours, Monday through Friday, from 6 AM to 6 PM MST.
  

  We appreciate you taking the time to share this and hope we can better support you moving forward.
  

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Here we go again thumbtack will not refund any leads even of the pjone. Number is invalid and does not match the job description. They take out money and let thr same person put in multiple requests for the same thing g as they are not user friendly. When u call them.iut they gave u the same bs excuses..people message me on there looking for work. They don't monitor the site just deny and take the pros money. They don't pick up the phone so u cant talk to anyone and when u sent to zupport they don't answer. They take thwre tome when u dispute thwre bogus fake leads. Unprofessional and horrible

  Business Response

  Date: 04/15/2025

  Hi *****,
  

  Thanks for reaching out through the BBB and sharing your concerns. Were so sorry to hear about your experience. Were committed to supporting the Pros who use Thumbtack and take feedback like this seriously. Well be reaching out directly to learn more and see how we can help.
  

  Thank you again for bringing this to our attention.

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thumbtack used a lot of deceptive practices. I was told it would take 5-7 business days for my background check to be approved which would allow my profile to be accessible. Instead they immediately sent me multiple leads which resulted in a charge against me. My account was not being displayed but thumbtack kept sending me leads which also resulted in charges. All of the leads I received were false and I was denied work and still charged by thumbtack. Ive since deleted my account and requested data erasure. this is an absolute con and should not be legal.

  Business Response

  Date: 04/11/2025

  Hello *****, 
  

  Thanks for contacting us through the BBB. We see that youve been in touch with our Support team regarding this matter. We understand how frustrating this situation must have been, and we truly hope all of your concerns were addressed.
  

  Should you have any remaining questions or issues, please feel free to contact us. You can email us at ******************************** or call us at ************ during our business hours, Monday through Friday, from 6 AM to 6 PM MST.
  

  We are committed to supporting you.

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thumbtack **** removed my and deleted my 4.7 star review and all of my reviews worth 11 years being with this company. They said because I informed any new potential customers that ********************** utilizes a BOT to answer their requests and then does not inform me as such.. after I received a 1 ?? rating due to this issue I placed a notice on my company profile. So the removed my account. Not my credit card information but my reviews and rating.

  Business Response

  Date: 04/11/2025

  Hi *******,
  
  Thanks for reaching out to us through the Better Business Bureau and sharing your concerns.
  
  We know how important your reviews and profile history are. We see that you already have a case open with our Support team, and the best next step is to continue working with them directly. Theyre best equipped to review the details and provide any updates or clarity regarding your account. If youre unable to locate that email or would prefer to start a new case, you can also reach out through e-mail at ********************************************************.

  Thanks again for following up we appreciate the opportunity to support you.

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have spent hundreds of dollars on job fees, but never book anything due to customers not seeing profile with quotes or customers not responding due to wrong contact information on Thumbtack site. This site is costing my company more money than work. I'm literally just giving money away at this point due to fake job leads.

  Business Response

  Date: 04/11/2025

  Hello *******,

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

  We take issues around lead quality seriously and want to make sure youre getting value from the platform. We appreciate you flagging concerns when things dont seem right.
  If youve had specific leads that felt off or unresponsive, we encourage you to report them here: ***************************************************************************. Our team reviews every submission and will follow up if it meets the criteria for a credit or further action.
  

  We respect the work you do and how much you invest in your business. Thank you again for reaching out and giving us the opportunity to respond.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing a complaint against Thumbtack. As a contractor, *** been using their platform to purchase leads, but about 8090% of those leads turn out to be completely unresponsive or appear fraudulent. I get charged $200 to $250 per lead, and most of the time, the people who "submit" the inquiries never answer their phone, dont reply to messages, or abruptly vanish without engaging at all.This pattern happens far too consistently to be random. Im genuinely concerned that the system is either being exploited or worse, potentially designed in a way that enables Thumbtack to continue profiting while delivering zero value to hardworking contractors like myself.Whats stopping them from generating fake or low-quality leads just to keep the cash flow going? Ive even had cases where a "lead" suddenly said theyre going with another contractor right after submitting a request, without giving me a fair shot. Its suspiciously convenient.Ive documented a long trail of these experiences. When Ive tried to report the issue or get some collaboration from Thumbtack, Im met with indifference or automated responses no real effort to resolve the problem or offer any ***************** this point, it feels like a predatory model targeting small business owners. I believe other contractors deserve to be warned, and Im bringing this to the BBB because this seems to be a recurring, systematic issue that needs to be looked into.

  Business Response

  Date: 04/11/2025

  Hello Sebastian,
  

  Thank you for reaching out to Thumbtack through the Better Business Bureau.
  
  We really 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. 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
  

  We respect the work you do and how much you invest in your business. Thank you again for reaching out and giving us the opportunity to respond.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company offers cleanin jobs leads . These leads are offer and as consumer we pick them , if customer doesn't hire you yoi loose lead or if customers picks you and you responds without them responding they u still loose your money for contacting them there's not even 50/ 50 chance , because on top of that they share the lead with all other cleaning company providers . I have dispute several leads and have proof to them that customers don't respond or don't hire us , which without our proof they have access to monitor these though their system and our app offer through them. Customer looking to hire cleankn company don't get charged nothing in there end with ******** this make the customer looking for service to continue jumping from one company to another one into search . I'm requesting that thumtack refunds . All transactions on upload file, except for $75.20 by ***** ********** that was only lead i was able to get hire from . Thumtack needs to get serious and fair about this , this is really a sort of scam and roberry how some on us fall into this. If they would least refund those none hire leads or responds, would be legitimate. ******************************* , are requesting a refund . Or further legal action will be taken .

  Business Response

  Date: 04/08/2025

  We really 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. 

  We greatly respect the pros who use our site and the money they spend with us. As part of our Quality Commitment, if you have issues with a phone number provided by a customer, you can request a refund. In your request, let us know why you believe the phone number is invalid, such as a disconnected or fake phone number. Please be sure to be as specific and thorough as possible. While we may refund for fake phone numbers (like ************, for example), were not able to refund non-responsive customers.
  
  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.

  Please keep in mind ALL refund requests must be made within 30 days.

  You can read more about our refund policy here: ***********************************************************
  
  Here is how to request a refund: *********************************************************************
  
  If you have additional questions Thumbtack can help you with, please contact us here: ***********************************************************************;
  

  
  

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dont know if I actually have a complaint or a question. In preparing my taxes for 2024 I came across a charge from Thumbtack for $255.15 dated on my charge card 7/30/2024, but I dont know what its for.Ive lived in a senior residential complex for over four years now so certainly you wouldnt be doing repairs in an apartment that I rent.Would you be so kind as to let me know what that $255.15 is for so I can get this info to my tax guy ASAP?I thank you for your help.**** *******

  Business Response

  Date: 04/07/2025

  We appreciate you reporting your concern to Thumbtack through the Better Business Bureau so we could look into it further for you. We were not able to identify a service provider, or customer account with the contact information you have provided. We would recommend contacting your financial institution about the charge to see what additional details they may be able to provide. Most charges related to our site are lead fees paid by service providers for our marketing service, but some payment from customer to service providers are processed through our site. So perhaps your financial institution can provide you more information about what type of charge it was, and what you can do about it. if you have further questions we can answer for you please email Thumbtack at *********************************

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has been a terrible experience. The person showed up without any tools, supplies and equipment. I had to provide every single thing. They did not even bring a s**** driver. My wall is destroyed. There is paint EVERYWHERE. Paint is on the floor, ceiling, adjacent walls, on my patio door and some how paint is on my kitchen floor and the kitchen table top. In addition the paint on the wall is streaked, there are still white spots where you can see the paint roller marks. The paint is purple. This is a HARD color to try to cover up. I have had a real professional to survey the damage in person. I attached an estimate that I was given to fix this. It's going to cost me $500! I was told the following needs to be done: Sand wall, prime ceiling, door frame, and baseboards. In addition to multiple coats of paint to cover the purple paint. This is unacceptable. It has been two weeks and taken him two trips and still there has been no resolution. I tried to work with this person without any additional involvement but it's impossible now. I do not want them back in my home period. This person is running a scam, they are not professional and obviously don't know what they are doing and needs to be removed from your platform completely. The very first day I move into my home and this person destroys my wall. I need my money back for all services rendered plus compensation to pay for this massive dumpster fire. I'm going to need $500 back.

  Business Response

  Date: 04/07/2025

  Thank you for sharing your concerns through the Better Business Bureau. We are disappointed to hear that you had a negative experience with your paint project. We can imagine how frustrating it would be to have to redo a wall in your new home.
  
  We see you are already working with a Thumbtack Trust and Safety agent to address these concerns, and the will be best suited to assist you and investigate these concern further. Please continue to respond to them in your email thread. They recently sent you a follow-up email on April 3, 2025, and it looks like they will also be responding to your most recent emails shortly. Please let the Trust and Safety specialist youve been working with know if you have any additional questions, or concerns that we can address for you.