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:11/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am writing to bring to your attention an ongoing issue with a contractor, *****************************, which I have already opened a dispute for but have not received a resolution.I hired Five ************************ in November 2024 to remove the popcorn ceiling and plaster it to a smooth, flat finish in my condo. However, the work was left incomplete, the ceiling remains uneven and rough, and the contractor failed to properly protect the surrounding walls, causing visible damage. Despite acknowledging that the work did not meet their usual standards, they have refused to return and correct the work or repair the damage they caused.I have made several attempts to resolve this matter directly with the contractor, but they have not been cooperative or willing to address the situation. Given the lack of response from the contractor, I am requesting Thumbtack's intervention to help resolve this matter fairly and ensure that the contractor fulfills their obligations, or provide support in seeking a refund or compensation for the damage caused.Your prompt assistance in resolving this issue would be greatly appreciated.

  Business Response

  Date: 11/18/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau and for providing this feedback.

  A Thumbtack agent will be sending you an email about this matter in the next 2 business days in order to collect additional information and provide you with additional assistance. 
  
  Please look for and respond to that email directly so we can better assist with your concerns. We look forward to assisting you further.

  Customer Answer

  Date: 11/20/2024

  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.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:11/11/2024

  Type:Order 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 sends Pro's leads which they charge me for. I recently got charged $139 for a lead that is clearly a scammer, they are just gaming the system to s**** small business owners like myself. When I dispute the scammer to Thumbtack they refuse to honor the dispute and will not refund my money. Their online system automatically denies my request. I call their support line but nobody answers. I leave voicemails and they never return my call. I submit support cases which are answered by a robot and closed. They are not accountable or act in a professional way to protect the professionals whom do the work that keeps them in business.

  Business Response

  Date: 11/15/2024

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

• Initial Complaint

  Date:11/06/2024

  Type:Sales and Advertising 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 will cancel my thumbtack if these charges do not get refunded. Thumbtack changed my settings as my profile completely got messed up ( amount of hires, response time etc) AND DID NOT RECIEVE NOTIFICATION OF THESE LEADS. I was denied refund for leads that I did not receive notification for. I was with thumbtack for years and had a great run and then all of a sudden stopped getting jobs after being a top pro. My profile got major changes including the ones above which drastically effected my business. I need a refund for the leads I received in October that I did not get notification on and

  Business Response

  Date: 11/12/2024

  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. 
  
  
  Thank you for contacting Thumbtack through 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: ***********************************************************
  
  Here is how to request a refund: *********************************************************************
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

• Initial Complaint

  Date:11/06/2024

  Type:Billing 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 received a notification that I needed to pay off a balance on my service provider account, which was highly unusual since it has been dormant for years. It is also unusual because back in 2018 when I last used the platform as a home organizer, I was the one being paid, not the other way around. A person by the name of ***** *. sent a message to me through Thumbtack asking if I was "still available at 1 to stop by." Not knowing who this person was or what they were talking about, I logged into my Thumbtack account. Inside the the "Jobs" section I see not one but two people who requested payment: ******** *. on 10/27/24 for $25.81 and ***** *. on 10/31/24 for $64.53. There was no message from ********, only from *****. Regardless, there is no direct communication between me and either of these individuals. Recognizing this as a scam, I tried deactivating my account but was denied unless I paid off the scammers first. Then I deleted or negated anything I could on my services page. I emailed Thumbtack and they emailed me back telling me to pay off the amount. They did not offer any assistance to hold the scammers responsible or cancel the amount due so I could deactivate my account. If you go into my records you can see the last correspondence I had with anyone through Thumbtack was in 2018. I want the account balance due removed and to deactivate the account.

  Business Response

  Date: 11/12/2024

  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. 
  
  
  Thank you for contacting Thumbtack through 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: ***********************************************************
  
  Here is how to request a refund: *********************************************************************
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22523282
  
  I am rejecting this response because:

  1) My account has been dormant for six years since 2018. On Halloween, I noticed an email had been sent to me earlier @ 6am from Thumbtack showed that I was scheduled for two hours of work that same day with someone I've never heard of before. I go to my account and see two messages from people - again, I have never heard of - within days of each other each demanding payment.

  2) To be clear -- there was NO message or communication or solicitation of a work request for home organization services before I saw messages in my Thumbtack account demanding payment.

  3) None of the following were provided to me before I saw payment demands on my account: a) the scope of the project b) photos of the area to be organized c) the name, email address, phone number of the person soliciting services d) address, date, and time for where and when the work would take place e) email communications with an explicit agreement for the work to take place.

  3) When my account was active in 2018 and off and on in previous years, there was a whole process involved in securing a client. Clients would first reach out to me to have a discussion about their project. Communications would ensue. In the event an agreement was reached, I would visit their place in person. And if we both mutually agreed to go forward with the agreed-upon scope of work, then they would pay me. I would charge a minimum of four hours per day. 

  4) No one in the history of my account on ********************** has ever asked me to do work for them AND demanded payment. 

  5) When I scrolled through past emails I found an email dated 10/28/24 from Thumbtack saying they they're "removing all instant bookings" on 11/4. This was the first I had heard of instant bookings on Thumbtack.

  I expect Thumbtack to reverse these charges and deactivate my account immediately.

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

  Business Response

  Date: 11/20/2024

  Thank you for providing this context. 
  
  We have reviewed this matter in detail and can confirm these were legitimate leads.
  
  As a user-managed platform, each pro is solely responsible for controlling their account, so situations where a pro has incorrect targeting selected are not covered by our refund policy.
  
  We're always happy to review refund requests if they fall within our refund policy: ***********************************************************;
  
  Once you are able to settle the balance, you may already deactivate your account. Please also keep in mind, that deactivating your account would cause you to lose access to all projects, profile information, and reviews written or received on Thumbtack.
  
  If you'd still like to deactivate your account, you may check this link for the steps to do so: *******************************************************************
  
  The Thumbtack Support team is here to support your success on Thumbtack so feel free to drop by anytime should you need any more assistance.
  
  If you have further questions dont hesitate to reach out again at ******************************************************** or check our help page.
  
  Always rooting for your success and have a wonderful day!

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22523282
  
  I am rejecting this response because: there was no communication beforehand to inquire about services, no communication to set up a time and place for service, no agreement to the number of hours, what the job entailed, nothing. No agreement from me to do any service. Why should I be charged for this? I don't understand.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/25/2024

  Thank you for sharing your insights with us. 
  
  We've taken a close look at your case and can confirm that the leads in question are indeed valid. Since our platform is user-managed, its important to note that each professional is responsible for managing their account settings. 
  
  Unfortunately, if a pro has selected incorrect targeting options, this falls outside the scope of our refund policy. We are always open to reviewing refund requests that align with our policy: *****************************************************. Once you've settled the outstanding balance, you have the option to deactivate your account. However, please remember that deactivating will result in losing access to all projects, profile information, and any reviews associated with your Thumbtack profile. If you're considering deactivation, you can find the necessary steps here: *************************************************************************;
  
  Regarding instant booking, please be aware that the charges incurred are indeed valid. It is the responsibility of each service provider to stay updated on any changes or opportunities for business development on our platform. To receive support and additional information regarding Instant Booking, please use the link below: 
  **********************************************************************************
  
  The Thumbtack Support team is dedicated to your success, so dont hesitate to reach out if you need any further assistance. You can contact us at ******************************** or visit our help page for more information. Were always here to support you, and we wish you continued success!

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22523282
  
  I am rejecting this response because: I received no communication before alleged work order submission.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/05/2024

  Type:Sales and Advertising 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 company has rejected every single refund request sending me bogus unwanted leads under the label "/ direct lead "!! And charging me for it!! I declined the bogus leads every time ..they have now taken upwards of ****** for leads I denied I want my money refunded immediately. They are giving nothing land getting free money ..I've had all I can take this this company.!!

  Business Response

  Date: 11/12/2024

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

• Initial Complaint

  Date:11/05/2024

  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 paid for service not received

  Business Response

  Date: 11/12/2024

  Thank you for contacting Thumbtack through the Better Business Bureau.

  Weve reviewed this request but found it will not be eligible for a refund because more than 30 days have passed since you received these leads. Once 30 days have passed, were not able to consider any new refunds, refund decision disputes, or courtesy credits, regardless of why the refund was being requested.
  
  Even though our refund policy only covers specific situations and even though there will be some leads that are unsuccessful, we do want you to be successful overall. Success on our platform is measured by your overall return on investment and not measured per-lead.

• Initial Complaint

  Date:11/04/2024

  Type:Order 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.

  Unethical deactivation process. Gender biased, discrimination bc female.

  Business Response

  Date: 11/08/2024

  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

  Date:11/02/2024

  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 engaged a pro from Thumbtack and ordered to have my carpet cleaned. The price that I was quoted was almost doubled when the pro ************** California arrived. The carpet did not actually look cleaned and I think I was scammed. I wrote a review/complaint to Thumbtack and never heard back. I also no longer see my review of the company listed on their site. I normally pay on the app but I was told by the company that I needed to pay through zelle or I would be charged extra and this was after the services were allegedly completed. I complained as they were leaving that the carpet did not look clean and they mentioned it was just steamed and finish drying and some of the carpet was not able to be thoroughly cleaned. I felt this company was not vetted and later saw that my review was removed and the project no longer shows on the app. I also saw another customer complain about the same company. My two men were rude and pushy. I have the receipt from ***** of paying double of what was quoted and I have the booking confirmation. I think Thumbtack should do a better job of ensuring they are not connecting customers with fraudulent vendors, I do not think they actually used real products to clean my carpet. I had to ask them to wipe my hardwood floor in the living room after they left tracks of water from their machine that was brought into my home. The entire experience was terrible.

  Business Response

  Date: 11/08/2024

  Thank you for providing this feedback. A Thumbtack agent will be sending you an email about this matter in the next 2 business days in order to collect additional information, and provide you with additional assistance. (Please be aware our offices will be closed on Monday due to the holiday, so this could delay some communications.) Please look for and respond to that email directly so we can better assist with your concerns. We look forward to assisting you further.  

• Initial Complaint

  Date:11/01/2024

  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.

  ***** A. ****** residing in *******, ** at this time is a fake contractor who is preying on customers particularly the elderly by convincing them to pay a deposit on jobs that should not even require a deposit and not coming back to do the work after he has gotten a substantial part of the money. He pretends like he is a tree cutting contractor and he knows nothing about it the only work he can supposedly do is landscaping which is questionable because he doesn't even carry a rake with him. He buys leads from Thumbtack and Yelp and that is how he gets in front of customers. His fake business hasn't been active since 2016. T

  Business Response

  Date: 11/07/2024

  Thank you for sharing your concerns. We are disappointed to hear about your experience and would be happy to look into the matter further to see what we can do to be of further assistance.
  
  If you are already working with Thumbtack on this concern, please continue to respond to Thumbtack directly for assistance. If this is the first time you are reporting this concern, then please contact Thumbtack directly so we can assist you further using: ****************************************************************** .
  
  You also have the option to continue to try to find a resolution with the service provider outside of Thumbtack through your local resources.
  
  We look forward to assisting you further.
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

• Initial Complaint

  Date:11/01/2024

  Type:Customer Service 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.

  Complaint Title: Lack of Response to Privacy Request and Review Removal Request Complaint Details:I am filing this complaint because Thumbtack has failed to respond to my repeated requests for the removal of my reviews and personal information from their platform. I initially reached out to Thumbtacks support to request that all reviews associated with my account be removed and that my name not appear publicly on their website due to personal privacy concerns. Despite my clear communication and attempts to follow up, Thumbtack has not acknowledged or responded to my request.This lack of response is both unprofessional and concerning, especially for a platform that relies on user trust and transparency. I am now left with unresolved privacy issues on their site and no direct support or assistance from Thumbtacks team.Desired Resolution:I would like Thumbtack to:1.Remove all reviews associated with my **************** my name and any other identifying information are not publicly displayed on their website.3.Provide timely and transparent communication regarding this request.Thank you for your attention to this matter. I look forward to a swift resolution that respects my privacy rights as a user.

  Business Response

  Date: 11/07/2024

  We hope you are well! 
  
  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.
  
  To help us address your concerns more effectively and provide a faster resolution, please share these details through our Webform here:  ************************************************************************. This will ensure you receive the best possible experience and support.
  
  You can also learn more about how to report suspicious activity here: ****************************************************************************************************
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************
  
  
  

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22501220
  
  Dear BBB and Thumbtack,

  
  Thank you for the response. However, I am disappointed by Thumbtacks lack of direct action regarding my initial request. I have already made several attempts to contact Thumbtack using the provided forms and received no substantial response. My complaint specifically involves the removal of all reviews associated with my account and any public mention of my name on their site, which has gone unaddressed in their reply.
  I expect a resolution that directly addresses my request for privacy and removal of personal information. Redirecting me to a generic web form, which I have already used without success, is not an acceptable response.
  Please have Thumbtack provide a definitive response regarding the actions they will take to meet my request for review and name removal, rather than simply directing me to additional links.
  
  Thank you,
  ********* ************
  

  Business Response

  Date: 11/08/2024

  We appreciate your position, and can understand your frustration.

  However, to help us address your concerns more effectively and provide a faster resolution, please share these details through our Webform. This will ensure you receive the best possible experience and support. ******************************************************************

  You can also review our review policies here: 

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

  Thank you for your cooperation. We look forward to assisting you further through our Webform.

  Customer Answer

  Date: 11/08/2024

  Response to BBB Complaint ID 22501220

  
  Dear BBB and Thumbtack,

  
  Thank you for the follow-up response. However, I am disappointed with Thumbtacks handling of my request. I have previously used the web form provided without any satisfactory resolution. My complaint remains unaddressed, and simply redirecting me back to a general web form does not meet my needs.
  

  For clarity, my Thumbtack account was created using an Apple-generated email address: ***********************************************************.

  My specific requests are as follows:
  - Removal of all reviews associated with this account.
  - Removal of my name and any identifying information from Thumbtacks public website.

  
  I respectfully request a clear, written response from Thumbtack confirming the steps they will take to address these requests.
  Thank you for your assistance in obtaining a meaningful response from Thumbtack regarding my privacy and account concerns.

  
  Sincerely,

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

  Business Response

  Date: 11/12/2024

  Thanks for this response. 
  
  Our support team emailed you on November 8, 2024, regarding your request to delete your account information, including reviews. 
  
  Our team has reviewed this matter and did not obtain a deletion request from you. 
  
  To proceed, please go to **************************************************, follow the prompts, and provide the details associated with your Thumbtack account.

  Once youve submitted the request, please keep in mind that there will be a processing time. Youll receive an email from us with further instructions and verification steps to complete the process.

  Thank you so much for your patience and understanding, and I apologize for any inconvenience this may have caused. If you have any questions, please dont hesitate to reach outwere here to help!