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:06/27/2024

  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.

  On May 3, I paid a contractor from thumbtack $450.00 to repair my mother washing machine. Today June 27, 2024 I have a new washing machine delivered to my mother house. The contractor took her washing machine out of her home and tried to put another dirty machine in the house. In short, my mother never received the work I paid for??*******, shocks just arrived to my office. Just an update for you Thank you If the mech Sorry?? is the washing machine working?

  Business Response

  Date: 07/03/2024

  Thank you for sharing your concern with Thumbtack through the Better Business Bureau. We are sad to hear you had a problem with your project to replace the washing machine.
  
  Please know that we hold the service providers who use our platform to a high standard of professionalism and integrity. We take situations like this very seriously, as the safety and trust of our community members are paramount. If you havent already, we recommend that you take a proactive step by starting a dispute with our Trust and Safety team. You can do that by following the link belo
  
  *****************************************************
  
  Our team is dedicated to addressing concerns such as yours with the utmost care and diligence. They may ask you for documentation to determine the next steps, and they will work with you to investigate the matter thoroughly and to help you move forward. 

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21912320
  
  I am rejecting this response because: I file a complaint with the business already.   I attached the response.
  
  Sincerely,
  
  ********************

  Business Response

  Date: 07/05/2024

  Thank you for reaching out to us about this, *******.

  We're very sorry to see that you have concerns with the pro 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. They recently sent you a follow-up email on June 28, 2024.

  If you have further questions, please let the Trust and Safety specialist you've been working with know.

  
  

• Initial Complaint

  Date:06/27/2024

  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.

  This complaint is in regards to Thumbtack policies. I've been treated biasedly by the company and I'm so fed up with using Thumbtack any longer. A customer named **** that I did some stain/painting work on his deck, reported that the work wasn't properly done and that we are responsible.The customer was informed before we started the deck restoration project, not to use stain because it may not last as long as actual paint. The customer disregarded our recommendations and went with using stain anyway.There are some spots from wear and tear where the deck has spots showing up in areas that were already stained. When we leave it is not our responsibilty to care for the deck. We had gone back once already to touch up as the customer requested.Now there are a few other spots showing up and the customer complained. We were not able to resolve the issue because we did our job as we were supposed to./The customer called ********************** and complained and my account(s) were disabled without Thumbtack notifying me that there was an issue, before disabling my business accounts. Now I have no business and have to deal with a long dispute before this will be resolved.Its very unprofessional for Thumbtack to base their policies solely on what the customer says, instead of contacting the dedicated contractor who has been doing business with Thumbtack for the past 4 yrs and make them money in order to stay in business. Thumbtack has treated my business unfairly in the past, so this is nothing new.

  Business Response

  Date: 07/02/2024

  *****, Thank you for sharing your concerns about a project you had with a customer that is now reporting they are unsatisfied with the work. Any action that has been taken on your account is in accordance with our Terms of Use ( ******************************************* )  and Fraud and Damage Policy ( ********************************************************************* ), and the action taken is part of our standard procedure. At Thumbtack we are a neutral third party to any agreements you had with the customer. So we typically ask for documentation that supports your concerns, and helps us understand what agreements you had. We also expect you to work with the customer and ********************** to resolve the concerns. Please continue to reach out and respond to the emails we have been sending you about this concern so we can partner with you and the customer to find a resolution. 

• Initial Complaint

  Date:06/25/2024

  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 gave us a false sense of security when hiring for our project. According to their website (June 16, 2024), Hire with confidence. With access to 1M+ customer reviews and the pros work history, youll have all the info you need to make a hire. However, the contractor exploited Thumbtacks $1,000 guarantee and used platform vulnerabilities. The repair, initially estimated at $1,100, deceitfully escalated to $5,000 cash using bait-and-switch tactics and scare maneuvers, claiming our lives in danger. They dismantled our chimney in the rain, performed a substandard rebuild violating building codes, and exploited the weather to pressure us further. This was verified by the documents we sent to Thumbtack. Our chimney's substandard rebuild is already deteriorating. The contractor used the chimneys inaccessibility to hide the shoddy work. Dangerous fumes entered our house from fallen debris in our flue, requiring our heating company to shut off our system. Weve been advised to report the company to ************** and other authorities. As seniors we utilized Thumbtack because they advertise peace of mind and background-checked providers, which we did not experience. ****** reverse image search, revealed the contractor falsified his portfolio with others work. Thumbtack, as a large company, should cover our property damage expenses. From their website: Pros on Thumbtack have a responsibility to conduct themselves professionally, be responsive to customers, and resolve disputes. Where a pro does not meet this standard, we reserve the right to charge your credit card to compensate us or a customer for damages. This Top Pro has disappeared. The Thumbtack guarantee had untenable terms, and the amount offered did not cover the cost of property damage rebuild. This is an unusual circumstance. We need the refund of $5000.00 as documented. The rebuild quotes are $9,179.81 and $6,622.66. We have other expenses as documented, but we would find this acceptable.

  Business Response

  Date: 07/01/2024

  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 the best offer that is available to for your concerns. 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, you can still accept the offer we have made, and then we encourage you to continue to explore your local resources to further pursue the remaining resolution from the pro, such as your local small claims court. If there is any way that Thumbtack can support you in those efforts and to accept our resolution offer, please dont hesitate to reach back out to the Trust and Safety specialist you've been working with.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21901016
  
  I am rejecting this response because:

  Thumbtack neutral stance is not valid in our case as we have explained. The platform has security loopholes being utilized by scammers. Despite Thumbtack's claim of providing security through extensive vetting and customer reviews, our recent experience tells a different story. According to their website as of June 16, 2024 and earlier, Thumbtack promises confidence in hiring, boasting access to over 1 million customer reviews and detailed work histories of professionals. However, our contractor exploited Thumbtack's supposed protections, leveraging loopholes in their $1,000 guarantee. Initially quoting $1,100 for repairs, they deceptively escalated costs to $5,000 using bait-and-switch tactics and intimidation, falsely claiming our safety was at risk.
  The core issue lies in Thumbtack's vulnerability to such tactics, where scammers misuse the platform to financially harm consumers like us. Despite highlighting these security lapses and providing documentation proving the contractor vanished and was a scam, Thumbtack has not sufficiently addressed our concerns. Trust and Security can acknowledge the fake company disappeared. As of May 28 Thumbtack was looking for a hire in Cyber Security, alerting us even more Thumbtack has security issues vetting contractors.
  Even though Thumbtack, as a large company of $231.1 millions dollars with liability insurance, could cover our losses, they seem unwilling to do so promptly. They hold providers' credit card information and assert authority over disputes per their terms: requiring mediation, arbitration, or charging cards for owed funds or damages.
  In conclusion, Thumbtack's failure to protect consumers adequately is evident. Their promises of security are undermined by the very vulnerabilities scammers exploit, leaving us financially and emotionally impacted without proper recourse. And yet we have not been able to get a refund despite documentation and additional expenses to prove harm was done.
  If Thumbtack would like this case to be removed from BBB, and other we must have an agreement on refund as requested.
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/05/2024

  We hear your concerns and have collected your feedback about our dispute resolution process.
  
  Our Trust and Safety team has exhausted all their resources and they have provided you with the best offer that is available to for your concerns. As a neutral third party, were not directly involved with any agreement between customers and the service providers who advertise here.
  
  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 continue to explore your local resources to further pursue the remaining resolution.
  
  We wish you the best! 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21901016
  
  I am rejecting this response because:

  From Thumbtack -"Hire with confidenceWith access to 1M+ customer reviews and the pros work history, youll have all the info you need to make a hire.The pro who was supposed to be vetted almost cost us our lives from refuse and fumes into our heating system.  Thumbtack as a very large company with liability insurance can cover our expenses. They take a pros credit card. From their website - Charge your credit card to compensate us or a customer for funds you owe, damages you cause, payments under our guarantee, or other costs as determined in our sole discretion. Thumbtack must address the issues caused by their neglect in protecting customers from fraudulent and abusive behavior by providers, and their use of evasive tactics to avoid covering our property damage and preventing us from revealing these issues of false advertising, bait-and-switch tactics, and the misrepresentation of products and services. We have provided all this information to Thumbtack. . This indicates scammers have used the Thumbtack platform before, and this is cyber misuse through the Thumbtack platform. And we have shown Thumbtack the loopholes that scammers used with the Thumbtack guarantee, and advertising on Thumbtack. The terms of the agreement proposed which we cannot accept indicates that Thumbtack acknowledges a significant problem within its platform. The root cause of this issue appears to be lax efforts in thoroughly vetting service providers, creating an environment conducive to consumer scams facilitated through Thumbtacks website, and makes their website unsafe for consumers. We need to be covered for at least $5,000 to make repairs and rebuild, as we have sent Thumbtack the true costs as required with one quote at ******** and the other at ******** Thumbtack needs to own up to this responsibility in protecting consumers.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/11/2024

  Thank you for that response. 
  
  The service providers that advertise through the platform are their own businesses and are ultimately responsible for addressing customer concerns. ********************** remains a neutral third party, as we are not part of the hiring or decision-making process.
  
  When service providers sign up for Thumbtack, they agree to our Terms of Use which includes being qualified, appropriately licensed and insured for any work they accept. If licensing and insurance is important to your project we recommend that you check with the service provider about this before hiring.
  
   Additionally, if your project doesn't go as planned, you may be eligible for a resolution through the Thumbtack Guarantees. Here is where you can learn more about hiring and our guarantees:

  ********************************************
  **********************************************
  **********************************************************************************
  
  With that said, our team has contacted you and informed you of the next steps in this process. Please reach out to them directly if you would like to proceed with the provided resolution. We will not provide a resolution outside what has been provided to date. 
  
  We hope to hear from you soon! 

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21901016
  
  I am rejecting this response because: Quoted from Thumbtack's website on June 16, 2024: Hire with confidence. With access to 1M+ customer reviews and the pros work history, youll have all the info you need to make a hire. This statement is misleading. Contrary to Thumbtacks claims of a neutral stance, the company profits from charging pros for leads, indicating a vested interest in their performance. We have highlighted significant flaws in Thumbtacks guarantee and advertising processes, demonstrating how scammers exploit these loopholes. The proposed terms of the agreement reveal Thumbtack's acknowledgment of serious issues within its platform, particularly the inadequate vetting of service providers. This lax approach has fostered an environment where scams can thrive, making the platform unsafe for consumers. A so-called "TOP" pro was not properly vetted. We discovered a fake business address and other discrepancies, showing that this pro exploited the Thumbtack guarantee to defraud us. Thumbtacks commitment to ensuring pros act professionally and resolve disputes is undermined when they fail to enforce these standards effectively. Thumbtack reserves the right to require mediation or arbitration, charge credit cards to cover damages, or other costs, but these measures fall short of addressing our situation. Additionally, Thumbtacks claim that a license badge signifies verification through a public database is false. Our search yielded no business license for this pro, yet they were listed on Thumbtack with several inconsistencies. The proposed resolution from Thumbtack does not cover the full extent of our repair costs and fails to address the severity of the issue, which included a life-threatening situation caused by the pro. Thumbtacks insurance should cover such situations, yet it has not provided adequate assistance in our particular circumstance of consumer safety and fraud caused by a Thumbtack "pro"
  Sincerely,
  ***********************************

• Initial Complaint

  Date:06/24/2024

  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.

  On 6/24/24 I created an account with Thumbtack Pro in order to use their services. I spoke on the phone with a representative to set up my account and paid $200 upfront on top of the $55 they charged me for a lead. My account was then deactivated with no warning on the same day and I was not given an explanation as to why. I have contacted them via email, phone, and text to resolve and nothing has happened. At this point I am unhappy and demand a refund from their company. I do not wish to do business with them.

  Business Response

  Date: 07/01/2024

  Thank you for contacting Thumbtack through the Better Business Bureau. We understand your position, and we can appreciate how frustrating this situation would be.
  
  Service providers are only allowed to have one account on **********************. If your account was removed from Thumbtack because we found it was linked to another user, any unresolved concerns will need to be addressed before we consider reinstating either account. You can find out more about "ACCOUNT SUSPENSION OR TERMINATION in our Terms of Use: *******************************************
  
  Once any outstanding concerns have been resolved, you can email our service and support team at ******************************** and ask that your account status be reviewed again.
  
  Thank you for giving us an opportunity to address your concerns.

• Initial Complaint

  Date:06/24/2024

  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.

  On June 19, 2024, after Jersey Outdoor Living, a representative of Thumbtack, Inc., reconnected the tubes to the pump and filter of my above-ground pool, several leaks sprung up that were not there before their work. Five days passed, and the representative from Jersey Outdoor Living, who called me after I contacted Thumbtack, has yet to return and finish the task for which they charged me $600.00 which I paid in full on June 19, 2024. Additionally, the task of adding cleaning chemicals to the pool remains unfulfilled.Despite my best efforts, I've been unable to get in touch with the Thumbtack representative. Meanwhile, the leaks persist, leading to a wasteful loss of water. As a senior citizen with a disability, I lack the knowledge and physical ability to resolve the issue myself, which is why I contacted Thumbtack in the first place. To make matters worse, I don't have funds to pay someone else to redo and/or complete the work.This is the link to the finished??? job:********************************************************************************** The appointment was for the 20th; but the representative said he was available on the 19th.

  Business Response

  Date: 07/01/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau. We're very sorry to see that you have concerns with the service provider you hired. 
  
  As a third-party advertising platform, Thumbtack connects customers to businesses in their local area to complete projects. Were not part of any hiring decisions, agreements or transactions between the service providers and customers.
  
  ********************** provides the tools which allows 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. Any statements on businesss profile are provided by the businesses themselves.
  
  Since we do not endorse these businesses, it is very important for customers to research whoever they hire and make their own decisions about their suitability for the project. That being said, we do expect every business on Thumbtack to be qualified for the projects they quote on, and to abide by our Terms of Use and the licensing laws in their area.
  
  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. They recently sent you a follow-up email on July 1, 2024. If you have further questions, please let the Trust and Safety specialist you've been working with know.

• Initial Complaint

  Date:06/24/2024

  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 have been on thumbtack for 2 weeks paid for leads and booked jobs they deactivated my account said there's another business the same name . Which could be a bot fake account. I verified all my information 100s of times they still will not activate my account so I'm loosing my 100 I paid in leads and 400 in jobs I don't have access to. I'm loosing business and it's causing my business bad business practices. I demand to reactivate and my money back. They said we will reactivate once the other one verify but they won't care they don't exist!!

  Business Response

  Date: 07/01/2024

  Thank you for contacting Thumbtack through the Better Business Bureau. We understand your position, and we can appreciate how frustrating this situation would be.
  
  Service providers are only allowed to have one account on **********************. If your account was removed from Thumbtack because we found it was linked to another user, any unresolved concerns will need to be addressed before we consider reinstating either account. You can find out more about "ACCOUNT SUSPENSION OR TERMINATION in our Terms of Use: *******************************************
  
  Once any outstanding concerns have been resolved, you can email our service and support team at ******************************** and ask that your account status be reviewed again.
  
  Thank you for giving us an opportunity to address your concerns.

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21893934
  
  I am rejecting this response because: you permentantley deleted my account and said it will not be reinstated. PLEASE ISSUE ME A REFUND FOR THE LEADS I PAID FOR ASAP. I DO NOT HAVE ACCESS TO THOSE JOBS BUT PAIS FOR THEM 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/10/2024

  *********, thank you for sharing your concerns. We have reviewed your accounts and do not find that there are any leads eligibile for refunds, but it does appear that you could work with Thumbtack to resolve the concerns on your account. 

  So again, service providers are only allowed to have one account on **********************. If your account was removed from Thumbtack because we found it was linked to another user, any unresolved concerns will need to be addressed before we consider reinstating either account. You can find out more about "ACCOUNT SUSPENSION OR TERMINATION in our Terms of Use: *********************************************** any outstanding concerns have been resolved, you can email our service and support team at ******************************** and ask that your account status be reviewed again.

  Please keep in mind, all sales on Thumbtack 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: ***********************************************************

  If you have further questions, please let the Service and Support specialist you've been working with know. You can also contact us here: ******************************************************************

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21893934
  
  I am rejecting this response because: bad business practices we as professional pay you in good faith to obtain leads. You are being dishonest and stealing people hard earn** money and yes there are 5 leads actually that I Paid for but I. Can't get to them cause you permanently deactivat** my account. It's all good I'm also disputing these transactions as services not render ** for which I paid for
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/22/2024

  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.

  On May 24 Thumbtack charged my account $300 to replenish my balance. The same day I requested they cancel my account and refund my balance they refused.

  Business Response

  Date: 06/24/2024

  Thank you for sharing your concern with Thumbtack through the Better Business Bureau. After reviewing your concern, we have assigned it to a Thumbtack agent and they will be reaching out to you by email and may ask for more details. They will be able to best help you understand what Thumbtack is able to do. Please respond to the agent's communications for further assistance and to address any additional questions you may have.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21888268
  
  I am rejecting this response because:

  Because they have only confirmed the receipt of the BBB compliant and have not contacted me to resolve the dispute.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/27/2024

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

  Were very sad to hear you have not received the response from our team regarding your concerns. We can see that they have contacted you both on 6/24 and 6/26. 

  Please continue to respond to them in the email thread. They recently sent you a follow-up email on 6/26. If you have further questions, please let the Service and Support specialist you've been working with know.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21888268
  
  I am rejecting this response because there response lacked sufficient details why they refused to refund my balance. I requested a phone call but they informed me they changed their support plan and my account did not have phone support.

  Sincerely,
  

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

  Business Response

  Date: 07/01/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau. We take your concerns very seriously.

  Please keep in mind, all sales on Thumbtack 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 further questions, please let the Service and Support specialist you've been working with know. You can also contact us here: ******************************************************************

  Customer Answer

  Date: 07/04/2024

   
  Complaint: 21888268
  
  I am rejecting this response because they have yet to refund my balance after canceling my account.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/21/2024

  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.

  Hired a provider to move belongings a short distance.Provider damaged house due to negligence Filed claim with provider and thumbtack, neither have paid cost of repairs.

  Business Response

  Date: 06/26/2024

  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. 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 they have provided you with the next steps to pursue the service provider you hired. 
  
  As a third-party advertising platform, Thumbtack connects customers to businesses in their local area to complete projects. Were not part of any hiring decisions, agreements or transactions between the service providers and customers.
  
  ********************** provides the tools which allows 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. Any statements on businesss profile are provided by the businesses themselves.
  
  Since we do not endorse these businesses, it is very important for customers to research whoever they hire and make their own decisions about their suitability for the project. That being said, we do expect every business on Thumbtack to be qualified for the projects they quote on, and to abide by our Terms of Use and the licensing laws in their area.
  
  Instead, its our role to help you both work together toward a resolution when issues occur. 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 service provider 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 service provider, such as your local small claims court. If there is any way that Thumbtack can support you in those efforts, please dont hesitate to reach back out to the Trust and Safety specialist you've been working with.

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21883892
  
  I am rejecting this response because: You are refusing to honor the terms of your own property damage guarantee. you are refusing your own forced arbitration clause. 
  

  Business Response

  Date: 07/01/2024

  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. As a neutral third party, were not directly involved with any agreement between customers and the service providers who advertise here, and the documentation we received shows an agreement was reached with the service provider. 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 how they address your concerns. At this time, we encourage you to explore your local resources to further pursue a resolution from the pro if you do not feel the resolution was adequate. If there is any way that Thumbtack can support you in those efforts, please dont hesitate to reach back out to the Trust and Safety specialist you've been working with.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21883892
  
  I am rejecting this response because:  Under the terms of your agreement you must enter BINDING ARBITRATION since you refuse to honor your own 'PROPERTY DAMAGE GUARANTEE'. Why are you refusing to follow your own terms and conditions?
  
  

  Business Response

  Date: 07/04/2024

  Thank you for this feedback. We will be sure to provide this information to the correct department for review. 
  
  Our Trust and Safety team has exhausted all their resources. As a neutral third party, were not directly involved with any agreement between customers and the service providers who advertise here, and the documentation we received shows an agreement was reached with the service provider.
  
  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 how they address your concerns.
  
  At this time, we encourage you to explore your local resources to further pursue a resolution from the pro if you do not feel the resolution was adequate. If there is any way that Thumbtack can support you in those efforts, please dont hesitate to reach back out to the Trust and Safety specialist you've been working with. 
  

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21883892
  
  I am rejecting this response because: Again you are bound by your own terms and condition, including binding arbitration which you are refusing to initiate on request, PLUS your own property damage guarantee.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/20/2024

  Type:Product 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.

  Thumbtack is charging for fraudulent leads that do not exist . I am A Pro registered with Thumbtack for around 8 months now without a single lead until recently . I received a notification of a direct booking lead for which I was charged immediately $137 and responded to message the potential client and schedule a time . The supposed client did not reply to the message so I tried calling , it rang a couple of times the I got a answer that this number is disconnected or no longer in service !!! I attempted a couple more times getting the same message . I even received a 5 star review for a job I did not even do !! That's pretty amazing ! I then suspected that this was a fraudulent attempt to charge me for no reason . I Then submitted a dispute for the charge only to have them apply it to a credit towards future leads and not back to my card on file . I then contacted customer support to resolve this dispute only to get that they will further look into what they can do . The policy states that if you have a dispute concerning a charge it can be applied back to the card if you call the support team and they didn't . This is Thumbtack's way of scaming you for money !! with fake leads !!

  Business Response

  Date: 06/25/2024

  ******, Thank you for sharing your concerns with Thumbtack through the Better Business Bureau. 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.

  All sales on Thumbtack 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: **************************************************************************;

  We are processing your refund for $137.67 back to you payment method and it will take 3-5 business days depending on your banks handling time. The credit you received back to your Thumbtack account was provided as a courtesy credit. Please keep in mind for the future, that courtesy credits, prepaid packages, and promotional balances arent eligible to be refunded to your payment method. For example, if you prepaid for leads by purchasing a credit package, the credit package isnt refundable. So lets say you used that package to pay for a lead, and that lead ends up qualifying for a refund in that case, youd get the cost of the lead refunded to your Thumbtack balance to use on future leads.

  Also, we do take your concerns seriously, and here are some changes we have worked on addressing this year due to feedback like yours: **********************************************************************************

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

  Customer Answer

  Date: 06/28/2024

  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:06/19/2024

  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 was charged for a lead that ended up being a scammer. They said the were working on a Sea rig out in the ocean and could only pay us by check. Plus the "client" said we needed to clean a retirement home. I have screen shots of the conversation. How can Thumbtack filter the scammers on their site before we are charged? I see this is a common issue with many others. I am seeking a refund & will no longer use Thumbtack. We just joined Thumbtack yesterday! Wow!

  Business Response

  Date: 06/24/2024

  Thank you for providing this response. 
  
  We understand that sometimes things dont go as planned, and you'd like to have a lead considered for a refund. Some situations will be refunded automatically, like if you receive the same lead twice, and some will be on a case-by-case basis.
  
  We see that you have already contacted Thumbtack requesting refunds for some leads, and a decision has already been made about those leads.
  
  If Thumbtack can assist you further, dont hesitate to reach out. We are here to help. ******************************************************************
  
  If you have any questions about a refund policy, please review the supporting links: 

  
  *********************************************************** *********************************************************************
  
  We hope we have been able to provide clarity to your request.