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 Ste 500 Draper, UT 84020-5485

• 

  Thumbtack, Inc.

  12936 S Frontrunner Blvd Draper, UT 84020-5480

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:03/29/2025

  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.

  We hired Fixtman through Thumbtack to put together a gazebo. They sent people out who were not able to do it, they literally ruined it, we asked the 'techs to leave, the techs called the next day telling us they didn't get paid from Fixtman because we asked them to leave, and Fixtman is harassing us and trying to make us pay for installation. of a product they destroyed. The workers who came to put together our gazebo were not prepared or able to do the job properly. They had no tools with them.They were not qualified and couldn't make adjustments necessary while working. ******* said they did background checks. These too men spent 2 days in our yard ruining the gazebo while discussing their prison time for domestic abuse. They broke several wooden pieces, bent metal roofing, used the wrong screws and bolts, drills wrong holes, missed over 26 bolts, left huge gaps where water runs through, did not secure top cap which flaps open in the wind, beams are not attached at all and are mounted unevenly and in general. Cracked beams. Total mess. We spoke and texted to both Thumbtack and Fixtman that we do NOT want Fixtman agents to continue working on this project. I have zero trust in this business. They have not only left a mess but ruined many parts of the gazebo as well, which will require us to have to dismantle and replace it! It was *******. Then, they sent a bill! This has been a disaster. We have been charged for an incomplete, destroyed gazebo. The charges need to be reversed/removed. We are going to have to take down the entire gazebo to repair what was damaged. We will also have to buy new wood, stain it, cut it and replace. Stripped screws and bolts need replaces, the missed putting in 27 screws and bolts! The metal roof must be repaired where damaged. They need to cancel what they charged (We are NOT paying for this). And they should cover the damages.

  Business Response

  Date: 04/07/2025

  Thank you for sharing your concerns through the Better Business Bureau. As a third-party advertising platform, Thumbtack connects customers to businesses in their local area to complete projects. We're not part of any hiring decisions, agreements, or transactions between the service providers and customers. 

  ********************** provides the tools that allow businesses to display their relevant credentials and qualifications, including the option to upload their license if they choose, and customers decide who to hire based on that information.

  We see you are already working with a Thumbtack Trust and Safety agent to address these concerns. Please be sure to communicate your desired resoltuion with them, so they can look into what we can do to assist with addressing all of your concerns. Please continue to respond to them in your email thread. They recently sent you a follow-up email on April 4, 2025. If you have any additional questions or are seeking further resolution, please let the Trust and Safety specialist youve been working with know.

  Customer Answer

  Date: 04/08/2025

  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:03/28/2025

  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 feel compelled to share my experience with ***** ******* who is a contractor for Thumbtack. After a frustrating arbitration process. I submitted clear evidence showing that damage was done to my washer and dryer during the installation, yet the ruling was unfair, and I know that FairClaims did not adequately consider my case. ***** is untrustworthy and dishonest. He damaged my property and has managed to evade accountability for it. Additionally, Thumbtack, the company he operates under, along with their so-called attorney, offers no real support or protection for customers like me. I am now out over $3,000 for the damaged washer, dryer, and pedestals, plus the $160 I paid for installation. I would strongly advise potential customers to think twice before hiring *****. Based on my experience, I would never do business with him again. Please be cautious and protect your property!

  Business Response

  Date: 04/03/2025

  
  Thank you for reaching out to us, ******. We sincerely apologize for the frustrations you've experienced with our dispute process.
  
  We aim to provide clarity regarding our procedures and ensure you have a better understanding.
  
  Our records show that you have been in communication with our Trust and Safety team to address this issue.
  
  Please continue to respond to them in your email thread. They recently sent you a follow-up email on February 19, 2025. If you have any additional questions, please let the Trust and Safety specialist youve been working with know.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23131749
  
  I am rejecting this response because: Im not certain what department the email is from as it has no signature, but I can assure you she was not helpful at all. I submitted multiple documents, including occurring additional fees for an inspection as your company requested, yet I still havent made any progress. This is exactly why I'm reaching out to BBB. Please take a moment to review my complaint again. The process seems unfair. Additionally, I was informed that the previous contact was closed.
  

  Business Response

  Date: 04/07/2025

  Thank you for your response.
  
  Thumbtack's Trust and Safety team sent you an email on February 19, 2025, outlining the next steps in this process. Unfortunately, we have not yet received a response to that email. 
  
  Whenever you're ready, please feel free to reply at your earliest convenience. 
  
  We genuinely hope to hear from you soon and are here to assist you with any questions or concerns you may have!
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23131749
  
  I am rejecting this response because:
  
  The email sent in February does not require a response. Ive followed the instructions provided, but Im still at a standstill with my claim after three months.
  
  My concerns arent being addressed, now Im getting the run around from you as well. I would appreciate it if you could take a closer look at my situation and let me know how we can move forward.

  Business Response

  Date: 04/11/2025

  Hello ******, 

  Thanks for contacting us through the BBB. We see that youve been working with our Trust and Safety team, and we understand how frustrating this experience has been.
  Your case was referred to FairClaims, a third-party online arbitration platform, as the next step toward resolving your dispute. If youve already responded to the case on FairClaims but havent heard anything back, we recommend reaching out to them directly to follow up.

  Heres how you can contact FairClaims:

  General inquiries: *********************************
  Customer support: *********************************
  Address: ****************************************
  

  If you have any additional questions about your Thumbtack account or need help navigating next steps, feel free to reach out to us directly at ******************************** or by calling ************, MondayFriday, 6 AM6 PM MST.
  

  We want to make sure your concerns are addressed and are here to support however we can.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23131749
  
  I am rejecting this response because: OMG, this can't be for real! This got to be a BOT responding. I'm just getting automated responses instead of any real accountability.

  BBB I dont know what else to do. Theyre not addressing my concerns at all. Could you please make this public? I want to make sure other consumers dont fall into the same trap I did.

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

• Initial Complaint

  Date:03/28/2025

  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.

  As a business owner, I signed up to use Thumbtack services about 2 months ago. Ever since then, they have been sending unqualified and unresponsive leads while continuously charging and deducting $10-30 per lead. They make sure they immediately deplete your weekly budget for leads and then continuously urge you to increase your limit in order to keep receiving more leads. The problem is, Thumbtack collects fees from a bunch of pros for the same lead when the lead doesnt respond to the majority of the pros. In my two month experience with them, Ive had leads, responded to them with pictures and have had no response or update except for one that says they decided to go with another pro. Thumbtack makes it virtually impossible for pros to cancel services online so I paused services to give me time to cancel. To my surprise, they resumed the charges even without my knowledge and have been charging me for leads again. By the time I figured out how to cancel services I saw 2 additional charges for leads. When I asked them to refund those amounts they said their policy doesnt allow them to issue a refund after the account has been closed. When I asked to speak with the manager or supervisor they refused and said they will contact me within 2-3 business days. My hope was to have Thumbtack help my business but it has only served as a pit take money from pros smh! Bewarethey are crooks for sure! Find your leads elsewhere please and save yourself the headache

  Business Response

  Date: 04/01/2025

  
  We truly appreciate your business with Thumbtack and take your concerns seriously. We're here to answer any questions you may have and provide information on our policies to help you succeed on our platform.
  
  As you know, we operate as a lead-generating platform. Customers can reach out to you to learn more about your business. Regardless of whether you are hired or not, you are paying for the value of being connected with potential customers.
  
  Please note that all sales on Thumbtack are final and non-refundable, as stated in our refund policy under the "Thumbtack Fees and Taxes" section of our Terms of Use, which all users agree to upon signing up. However, we understand that every dollar counts for business owners, so there are specific situations where we may add credit back to your Thumbtack balance.
  
  You can read more about our refund policy here: ***********************************************************
  
  To request a refund, please follow these instructions: *********************************************************************
  
  If you have any additional questions that Thumbtack can assist you with, please contact us here: ******************************************************************

• Initial Complaint

  Date:03/27/2025

  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.

  Thumbtack charged us $800+ in one transaction for their "front desk" service (basically an automated email to leads). This was agreed to be a monthly service/charge, and our business was unlikely to continue utilizing it once our staff was familiar with the system. We didn't see the charge for 12+ months, and then they charged our account for 13 months at once because of a 'system error' or glitch in billing. We never agreed to have a lump sum deducted from our account, merely for an email bounce-back to potential leads (most of whom never materialize/don't fit our criteria). We tried contacting them multiple times, and were told via email we couldn't get a refund. We're following up with our bank, then a lawyer. This is icing on the cake of fraud with this company.

  Business Response

  Date: 04/01/2025

  Thank you for choosing Thumbtack! We appreciate your business and are here to assist you with any questions you may have or provide information about our policies to help you succeed on the site.
  
  On March 10, 2025, our support team sent you an email regarding this issue. If you have specific questions or concerns, please reply directly to that email. This will allow us to assist you more effectively.

  We hope to hear from you soon! 

  
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23123471
  
  I am rejecting this response because:
  The email they sent simply stated that they sent an invoice before charging us $800, but we never approved this payment. We only signed up for front desk services for the initial trial period. They never charged us until one year later. I don't accept their email stating that they cannot help us. This is really awful business practice, and cannot be legal. Please contact us to settler ASAP.
  Sincerely,
  
  ******* ****

  Business Response

  Date: 04/11/2025

  Hello *******,
  

  T**** you again for following up through the Better Business Bureau.

  We recognize that this situation has been frustrating, and we want to ensure that you feel heard.
  

  To ensure your concerns are fully addressed, we encourage you to continue communicating directly with our Support team. They are dedicated to helping you and have the best resources available to review your account and resolve any billing issues.
  

  If you havent had a chance to reply to the email from our team sent on March 10, please consider doing so when you can. You can also reach out to us again at ********************************* We want to make sure your case is handled by the right team, so it receives the attention it deserves.

  Thank you for your understanding during this time. Were here to support you.

• Initial Complaint

  Date:03/25/2025

  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.

  am being forced to pay for a $93.72 lead I never accepted, contacted, or even viewed on Thumbtack. I had previously removed my credit card and turned off lead flow. Thumbtack reactivated my lead preferences without my consent and assigned a lead to me then falsely marked it as if I contacted the customer.The charge is still pending, and I cannot deactivate my account unless I pay for it. Thumbtack support refuses to cancel the charge or let me leave the platform. This is a predatory billing tactic assigning a lead without approval, auto-charging, and then blocking deactivation.I am requesting:Immediate cancellation of the $93.72 pending charge The ability to deactivate my account without paying for an unauthorized lead.

  Business Response

  Date: 04/01/2025

  Thank you for contacting 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. 
  
  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: 04/01/2025

  Complaint: 23116228
  
  I am rejecting this response because:This reply completely ignores the core of my complaint. Im not disputing your general refund policy Im disputing being charged for a lead I never contacted or accepted, which was generated after Thumbtack reactivated my account without my permission.

  
  

  Furthermore, I had removed my payment information, and the charge is still listed as pending. Despite this, Thumbtack is blocking me from deactivating my account unless I pay, which creates a forced billing trap.

  
  

  None of these points were acknowledged in your reply. Im asking again for two reasonable actions:

  
  

  1. Cancel the $93.72 pending charge for the lead I did not authorize

  
  

  2. Allow me to deactivate my account immediately

  
  

  This is not about a failed lead its about consent, access, and billing ethics.

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

  Business Response

  Date: 04/03/2025

  We have reviewed your situation and are hopeful that we can assist you.
  
  On March 25, 2025, our team sent you an email outlining our position regarding this matter.
  
  It is important for us to adhere to our refund policy to ensure a clear and consistent experience for all our professionals. Please understand that every dispute is carefully examined to maintain fairness and consistency. After a thorough review of your case, we have determined that we are unable to move forward with your dispute. While we cannot change the outcome, we remain dedicated to supporting your success on our platform.

  Before we can proceed, we will need you to address the outstanding balance.
  
  If you have additional questions that Thumbtack can assist you with, please contact us here: ******************************************************************

• Initial Complaint

  Date:03/25/2025

  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 have been using thumbtack almost exclusively for a few years, mainly because its $2500 money back guarantee for job doesnt get done or isnt done as agreed. I was selling this house at ***********, and the buyer inspector requested to do stand 3 days 2 nights standard termite tenting. I talked with a few pest control companies they can start is Mar 3. I hired Termite Away Pest control ***** from thumbtack because he can start tenting Feb 28 and ends 3 days later, and zelle the $1,585. contacted him Friday and he said the tent was up, but picture had tent. I requested him to cancel the contract, he swore it was up and would send pictures the next day. The next day Sat picture still no tent. I requested ***** again to cancel the contract due to non-performance. Around **** ***** sent me a picture with tenant on and said it was set up. But the house was empty, and the door was locked with lockbox, how did he get in without a key and lockbox code? I asked him to send pictures of the gas tank inside he didn't. On Sunday around 2PM my old tenant texted me reporting a big flood outside of the house. I contacted Termite away immediately, he went there later and turned off the water and removed the tent. March 3, the inspector came, and this house failed the inspection because there was no sign that the treatment was done. It was obvious that ***** cheated from beginning to end and turned the sprinkler (one broken) for no reason caused $230 water bill. ***** refused to refund me, and I googled termite away review, there were 13 reviewers and 5 of them or 40% was 1 star due to termite tenting treatments. I reported Termite Away scamming behavior to Thumbtack immediately on March 3 with all the evidence. Later Thumbtack informed me that since the tent was up this contractor did the job as agreed. I was shocked and confused, does Thumbtack guarantee the owner or the scammer? It looks like Thumbtack is doing an outstanding job in protecting the scammer not the customer.

  Business Response

  Date: 04/01/2025

  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. 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.

• Initial Complaint

  Date:03/24/2025

  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 was sold Five leads that were not viable leads, that totaled $200.00. I let thumbtack know I had reached out to potential leads by phone. email. and text for several days with no response from potential customer. I Was told by a representative of thumbtack to send a email to their lead ****************** and they would handle my dispute with in ************************************************************************************** 30 days as required by theri policy only for customer service to tell me (And I Quote) the refund department doesn't exist because they have not Fully developed that department yet and i would not get a refund or lead replacement . By the Way this was not the first time its happened the first time it happened they claimed i had waited to long to to Make A dispute since it had been 30 days But In Reality they never planned on compensating me or any one else for the Bad leads They Generate

  Business Response

  Date: 04/01/2025

  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. 
  
  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:03/21/2025

  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.

  Record is of Mar 19 : incident event Called Thumbstack customer service and they didnt help take the complaint or own to take ********** neighbor hired patio makers from Thumbstack. Despite of multiple warnings to the labor staff, they continue using my front property as base for their work. They even blocked my driveway almost most of the day. The labor had no professional logos on their vehicles so seemed like some off the street hires. The neighbor owner told me they hired from **********. My concern is that Thumbstack should screen the labor to prevent damaging costs, and breaking laws by not following the construction checklist and procedures. It was huge annoyance and noisy whole day. The labor left the road dirty too. They constantly blocked my driveway for no reason when they could have properly parked. It was unsafe!

  Business Response

  Date: 03/26/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau and for bringing your concerns to our attention. 
  
  Were truly sorry to hear about your recent negative experience. Please know that we take customer concerns very seriously and will be investigating your report further. 
  
  We appreciate the information youve shared, and we will take the appropriate actions based on your feedback. Trust is key to our community, and were constantly seeking ways to improve at Thumbtack. Your input is invaluable in helping us enhance our services, so thank you for contributing to our growth. 
  
  If you have any remaining questions or concerns, please dont hesitate to reach out. Were always here to help. Additionally, if your property was damaged as a result of the service provider using your porch, please contact our service and support team at ************************************************************************;
  
  Thank you once again for your understanding.

• Initial Complaint

  Date:03/21/2025

  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 hired a contractor, Optimum Waterproofing and Construction (Optimum), on Thumbtack on 8 March 2025 to replace my roof. Optimum turned out to be an unlicensed firm that did not finish the job I hired them for and have disappeared with my money. I have tried resolving the issue directly with them between ***** March 2025 but they ignored my calls. I made a complaint about Optimum on Thumbtack and BBB on 16 March 2025. Thumbtack themselves have tried contacting them but they have also been dodging their calls. They removed their Thumbtack profile on 17 March 2025. They do not have a valid license in ** where their profile says they operate. However, their profile on Thumbtack says that their license have been verified by **********************. This is very misleading for customers that use ********************** to findcontractors. I would like a refund of the amount that I have paid to Optimum, an unlicensed contractor that Thumbtack has allowed to operate on their platform that they have claimed they have verified their license. Alternatively, I will settle with Thumbtack paying for my roof to be replaced with a licensed rooferofmychoosing.

  Business Response

  Date: 03/26/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau. We're very sad to see that you have concerns with the service provider you hired. We have very high expectations for all users on Thumbtack, and we want to know when things go wrong. 
  
  We see that you have been working with our Trust and Safety team to resolve this issue. Please continue to respond to them in the email thread. 
  
  If you have further questions, please let the Trust and Safety specialist you've been working with know.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23098600
  
  I am rejecting this response because the issue has not been resolved. Optimum has yet to reach out to me and worse, they have completely removed their profile from Thumbtack. I reiterate that Thumbtack had on Optimum's profile stated that they have verified Optimum's license even though ******* does not have a license to operate in ** even though they advertise that they operate in *** 
  
  Sincerely,
  
  Zatayumni ********

  Business Response

  Date: 04/01/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau. 
  
  We're genuinely sad to hear that you've encountered issues with the service provider you hired. Your experience matters to us, and we hold all users on Thumbtack to very high standards. It's crucial for us to understand when things dont go as planned. 
  
  We appreciate that youre already collaborating with our Trust and Safety team to address this matter. We strongly encourage you to continue engaging with them through the email thread. Your communication is vital in helping us resolve this promptly and effectively. 
  
  If you have any further questions or need additional support, please dont hesitate to reach out to the Trust and Safety specialist youve been working with. Were committed to ensuring your concerns are addressed. 
  
  Thank you for your cooperation, and we look forward to resolving this together.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23098600
  
  
  I am rejecting this response because the issue has not been resolved. Optimum has yet to reach out to me and worse, they have completely removed their profile from Thumbtack. I reiterate that Thumbtack had on Optimum's profile stated that they have verified Optimum's license even though Optimum does not have a license to operate in ** even though they advertise that they operate in *** 
  
  Sincerely,
  
  Zatayumni ********
  
  Sincerely,
  
  Zatayumni ********

  Business Response

  Date: 04/08/2025

  Thank you for the information you have provided to Thumbtack through the Better Business Bureau. I'm sorry to hear that you had a negative experience with a service provider. We would like to investigate the situation further to see how we can help.  Here is a link you can use to report your concern to Thumbtack: ***********************************************************;

  Our Trust and Safety team can help you with mediation service, and in certain conditions we may have other resources to assist: **********************************************

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

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23098600
  
  I am rejecting this response because I have given an EXTENSIVE account of my experience including all supporting documents. I have sent pictured, videos, and  reports from licensed inspectors and roofers. The response from the business seems like they have not gone through my previous report at all and is taking the matter very lightly. 
  
  Sincerely,
  
  Zatayumni ********

• Initial Complaint

  Date:03/17/2025

  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.

  His Invoice for the project:****************************************** Contractor information:Name: **** ********** ******** Handyman 24/7 ********************************* Phone: ********** ***************** The fair claims agent requested a breakdown of material costs from the Respondent, which he provided. However, this breakdown did not include proof of purchaseonly a ********* Word document listing the materials he used and the amounts he allegedly paid. This issue has caused financial strain for me, as I am now paying an additional amount for the same project because **** took offense at my criticism of his work. I have attached pictures of the unfinished work he left behind, which I am very unhappy about. I also have more pictures of the unfinished, poorly done paint job, including some damage to the doors, but I didnt want to use too much ink. Ive attached a few to give you an idea of the quality of his work. I am bringing this to your attention so that senior HR or senior account managers can review the issue, take into account how he treated a customer, and document this matter to prevent others from falling victim to his business practices. I do not want him to contact me or attempt to resolve this issue, as it has already been settled. My intention is for your team to take note of what happened and consider implementing additional measures, such as requiring contractors to sign an agreement that includes the clause outlined below.From this experience, I have learned to include a clause in future contracts stating that if work is left incomplete for any reasonsuch as medical emergencies, death, family issues, or customer dissatisfaction with work qualitythe contractor must reimburse the customer.Additionally, I have attached documentation from the new contractor outlining the charges. The cost for the new contractor to complete the ***** doors is the same, meaning I now have to pay extra 5k for the same work that **** failed to finish.Thank you.

  Business Response

  Date: 03/20/2025

  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 service provider you hired. 
  
  Our Trust and Safety team has exhausted all their resources and has provided you with the next steps on how to pursue the service provider 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 both parties work together toward a resolution when issues occur. 
  
  At this time, we encourage you to contact ********** with further questions or concerns regarding your project.
  
  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 youve been working with.