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:01/11/2024

  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.

  Thumbtack made two referrals that I've used (CWC Contracting and ****** ******************* Thumbtack only allows for one editing of a review for for their referrals. This is useless, (i) since a single referral may be used for several "different projects" and not each project may have the same service level outcome; and (ii) with construction projects, the quality issues may not come up until weeks or a few months after the work has been completed. Their customer review system is only reflective of a customer's initial inspection of work and not the short or long term quality of work performed. This is deceptive to potential customers using these reviews to make informed decisions, since we are only seeing initial inspection of a customer's review.I used ********'s referral for CWC Contracting, which did the poorest job imaginable. I paid them a total of $72,000. I ended up hiring another Thumbtack referral (****** ****************** and paying them $8,000 to fix the issues caused by CWC Contracting. ****** ***************** claimed to have fixed a fence and column issue by adding cement in each of the 10 columns to secure and stabilize them. A storm hit and knocked down two of the fence columns. When inspecting the columns and fencing that was knocked down, there was no cement in the columns. ****** ***************** blatantly lied, and when contacting them to rectify the problem, my messages go unanswered. These contractor referrals were made by Thumbtack, and I used these contractors thinking that Thumbtack screens their contractors and that the customer reviews on their websites are accurate. It turns out that they are not, because customers can give only a limited initial review, which causes customers to be misinformed on the short-term quality of these contractors' work. Additionally, Thumbtack has no system to remove these poor level and deceptive contractors and creating a misinformed system that falsely label these contractors as legitimate.

  Business Response

  Date: 01/16/2024

  Hey *********, we are frustrated to hear about your concerns. 
  
  We took a look and identified that you haven't filed this concern with us yet about these issues. Please use this link (***************************************************************************) to outline your experience with us. We will take a look at this matter and identify if our Trust and Safety team can assist. 
  
  As for the review system, we wanted to provide some clarity. Here is our Content and Review Policy(***********************************************************************), which outlines our expectations about the review process. We have identified that allowing customers to provide one update to their review is a sufficient operation that helps the most amount of users. 
  
  We have heard your feedback and provided that information to the correct department for consideration. 
  
  We are hopeful that you will file your suspicious activity through our portal. Once that is completed, we will be able to understand this situation much better

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21128564
  
  I am rejecting this response because:

  1.  Ive contacted Thumbtack about this issue on the first contractor Ive mentioned, and again on the second contractor Ive mentioned.

  2.  I think I was very clear about the amount of time an individuals review can be edited for a single contractor, and I think I was clearer in my example on the limitation of reviews for different jobs conducted by the same contractor.  As Ive mentioned, when it comes to construction work, issues are not spotted right away and over a period of time.  

  3.  I stand by my original complaint of Thumbtacks customer review process being misleading and not reflective of a customers ongoing relationship with a single contractor.  I am more than happy to escalate this to the ** Attorney Generals customer complaint division to look into this matter and the misleading reviews posted on Thumbtacks website, and Thumbtacks failure to allow consumers to review a contractor initially and throughout the relationship with a contractor over several projects.    
  
  ***************************

  Business Response

  Date: 01/18/2024

  Thank you for your feedback. As stated before, we have provided your insight to the correct department for the review. 

  We want to encourage you to submit a project bid for each project you have on our platform. This will help protect you and keep you eligible in case you would need to be covered under the Thumbtack Guarantee. (**********************************************)
  
  It is important that we take a neutral stance on reviews in order to maintain the integrity of our platform. Responding to negative reviews is very important.
  Customers are able to provide a review and update that review one time. We have identified this as the best operating procedure as it always gives customers the information and insight they need to make the best choice. 
  
  We wanted to share our Content and Review Policy(***********************************************************************) so you are aware of our expectations while using the platform.

  We hope we have been able to provide clarity to your concerns. 

  
  

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21128564
  
  I am rejecting this response because:
  

  Thumbtack is not providing anything newer in their response.  They are just reiterating the same response.  
  

  Misleading customers with limiting reviews edits, not allowing for review of contractors on multiple projects and provide proper feedback on each project, are unethical practices to consumers who use these reviews in choosing a service provider.  
  

  No reasonable person can make an informed decision when Thumbtack is only allowing customers one edit to their feedback.  As Ive stated again and again, a construction project review should not be limited to initial reviews because deficiencies in workmanship are not evident until time has passed.  What happens when a reviewer posts an initial feedback and then realize they make a spelling error and goes back to edit it? Theyve lost the privilege to edit the post further when they realize *************************************************** the work was not performed properly.  

  I find it difficult to understand why Thumbtack cant allow for multiple reviews for the same contractor who was hired one time to do multiple projects (e.g., paint, install a device, concrete work, etc.) and allow the customer to rate each individual work, and why Thumbtack cant allow for more than one edit to a review.  This seems simple enough and within reason.  Rather, Thumbtack prefers misleading potential customers and paint contractors that they recommend as flawless which is false  

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

• Initial Complaint

  Date:01/10/2024

  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 have been banned from Thumbtack, and seemingly BLOCKED on ******** from evening viewing the Thumbtack page (I was going to send a message there in an attempt to get ahold of someone, since the phone system continues to hang up on me every time I call)... which seems ridiculous.I have tried to register my business ********* *************** with Thumbtack, and was deactivated. It took WEEKS to learn it's because this new account was associated with an old business I had, Peach Boudoir... I made a Thumbtack acount for it, but I don't even think I ever purchased any leads... or responded to anything. I've been trying to reach ANYONE to discuss this... but only get 'you violated our terms of use, we will not activate your account.' With no other explanation.I don't understand why this is happening and simply want to have a conversation to rectify the issue!

  Business Response

  Date: 01/16/2024

  *******, Thank you for contacting Thumbtack through the Better Business Bureau. We understand that you would like to market your business on Thumbtack, but your account has been blocked and you do not understand why. A member of our Service and Support team will be reaching out to you by email in the next 1-2 days. Please look for this email to come from Thumbtack and respond to that email for further assistance with your concerns. Thank you for your interest in using Thumbtack.

• Initial Complaint

  Date:01/10/2024

  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.

  Thumbtack stole from my home. I have them on camera and they refuse to do anything about it.

  Business Response

  Date: 01/15/2024

  Thank you for reaching out to us about this, April. 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 1/11/2024, providing more information about this issue. They will be able to provide clarity to any questions you have regarding this issue. 

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

• Initial Complaint

  Date:01/05/2024

  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.

  I joined Thumbtack hoping for targeted leads for my mobile home leveling business, drawn in by ****** ads. However, the experience fell short. After setting up my account, doing a background check, and configuring my budget, I faced an issueno accurate service option. Support suggested general contracting for targeted leads, but the first lead was for brick homes, charged despite my decline. Seeking a refund met with a "courtesy refund" claim. A similar issue with a second lead prompted another refund request. Thumbtack lacks specific categories for mobile home services, and the support chat with Arcrid was disrespectful. Despite understanding direct leads, a credit, not a refund, worsened matters. Thumbtack's intentional omission of mobile home categories and dismissive support make their "targeted" leads promise disappointing. The gap between the service promise and reality, along with poor support, tarnishes Thumbtack's credibility.

  Business Response

  Date: 01/10/2024

  Thank you for providing this matter to us for review. 
  
  We really appreciate your business with Thumbtack, and were here to 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: ***********************************************************.
  
  We wanted to highlight the communication that was provided to you by our support team on January 6, 2024. 
  
  In that email, we outlined that Mobile Home Repair is not a category but a keyword search that takes the customers to the General Contractors' search results.
  
  Mobile Home Repair is not a category but a keyword search that takes the customers to the General Contractors' search results.
  
  Construction service categories are a wide kind of service category in which there will be instances that customers may inquire to you about the more specific things they want to do. 
  
  As a pro, it will be your duty to discuss what you can actually offer once they reach out to you, or it's best to mention all of the specific things you are offering under your Introduction part and the FAQs section of your profile. That could also help you get the most specific leads that you want, aside from properly setting up your targeting preferences.

  You can reach our Service and Support team Monday - Friday, 6 AM - 6 PM MST. Here are the different options we have for you to proceed with:
  
  - Phone support is available by calling **************
  - Text support is available by texting **************
  - Email support is available by emailing ******************************** or ****************************** for Spanish Support.

  We hope this information has provided clarity around our process. 
  
  

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21103392
  
  I am rejecting this response because:
  
  Your company actively promotes mobile home leveling on ****** Ads, a category accessible to consumers. Despite this, my mobile home repair and leveling business receives unrelated leads from Thumbtack, including requests for brick-and-mortar style homes, contradicting your advertising focus.

  
  

  Furthermore, the misalignment in directing relevant leads is evident in the initial leads received, unrelated to mobile home services, despite my business explicitly featuring "mobile home" in its name. I have discussed the concept of direct leads with your customer service representative, who not only demonstrated disrespect but also attempted to portray me as uninformed.

  
  

  The essence of "direct" leads lies in directing inquiries to businesses capable of addressing their specific needs. Analogously, one wouldn't approach an electrician for roof or car repairs. It is perplexing why my company, specializing in mobile home services, is presented with leads outside our expertise, such as those for conventional home repairs.

  
  

  Moreover, according to ****** Ads policies, running ads with misleading content, false claims, and deceptive practices is strictly prohibited. ****** Ads maintains strict guidelines against promoting products or services with false information. Violating these policies can lead to ad disapproval or account suspension.

  
  

  Despite your refund policy, this situation not only raises concerns about transparency but also highlights the disrespectful behavior encountered during interactions with your customer service representative. Although your company openly advertises my services, the absence of a suitable category for my business to position itself in seems counterintuitive.

  
  

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

  Business Response

  Date: 01/15/2024

  
  Hi *****, were sorry to hear you feel that our response indicated inaction on our end. Its important to us that this feedback is shared with the appropriate team so that we can continue to make improvements to the pro experience.
  
   As stated in our email communication, you feedback regarding an updated category will be considered by the relevant team.  
  
  Thank you for reaching out here about your concerns with Instant Booking. We understand this is a big change, and we're here to help during this transition.
  
  Lead pricing is based on several different factors, including location, size, job type, etc. While we provide the tools for service providers to be successful on Thumbtack, we cant guarantee that every job will result in a hire. Were always working on implementing product features to improve, and do appreciate your thorough feedback. We hope that through time and these implemented improvements, were able to turn your experience on Thumbtack around.
  
  Customers can only reach out or book you if their project details match your targeting preferences. You're investing in getting your business in front of potential clients, which doesn't always mean you'll be hired. However, we hope that you are. 
  
  Weve learned that with instant booking, pros are more likely to get hired, and customers are more likely to get their job done.
  
   You can learn more about Instant Book here: **********************************************************, and if you have further questions, please reach out here: ******************************************************************

• Initial Complaint

  Date:01/03/2024

  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.

  I am writing to formally request a refund from Thumbtack due to a highly unsatisfactory experience with a service professional sourced through their platform. After hiring a plumber through Thumbtack, I discovered that the work performed did not meet the agreed-upon standards, and the professional provided inaccurate information about the replacement of essential parts in my toilets and upstairs sink.The initial plumber claimed to have replaced a Fill Valve, Flush Valve, and a drain trap, charging exorbitant amounts for each. However, it was later revealed that no new parts were installed, and the toilets remained dysfunctional. Another plumber, independently contacted, had to replace all the bathroom parts, confirming the subpar work of the Thumbtack-recommended professional.Despite providing thorough documentation, including text messages from the initial pro acknowledging the issue, and promising to refund, Thumbtack's proposed resolution was for the same professional to return and rectify the situation. This suggestion is not only impractical but also neglects the trust and credibility concerns raised.Moreover, a basic ****** search revealed discrepancies in the provided business address, raising doubts about Thumbtack's credential verification process.I strongly believe that Thumbtack, as the intermediary endorsing this professional, should take responsibility for the inadequate service and misleading credentials. I seek a full refund to rectify the financial loss incurred due to Thumbtack's recommendation. It is disheartening to perceive Thumbtack's priority as revenue collection rather than addressing and resolving customer grievances promptly and effectively. I anticipate a swift and satisfactory resolution to this matter.

  Business Response

  Date: 01/10/2024

  Evita, Thank you for reaching out to Thumbtack through the Better Business Bureau. We appreciate you letting us know about your unsatisfactory experience with a plumber you found through Thumbtack.

  Regarding a service provider's contact information, we can provide customers with the contact information that the service provider has given us for public use. It may not be the most recent contact information for the service provider.

  Reviewing your communications with Thumbtack, we see that you took steps to let us know about these concerns. We reached out to the service provider on your behalf, and they offered to do more work or replace the parts at no additional charge under the warranty. We have reviewed your concern that before Thumbtack contacted the pro they acknowledged the problem and offered a refund in a text message and then did not follow through and you would prefer this refund resolution. Since the businesses are paid directly by customers and they provide the services, theyre ultimately responsible for all aspects of their company. This includes addressing any concerns that come up.

  We take your concerns very seriously. For additional support with these concerns, please respond to the email you received from Thumbtack on November 14, 2023.

• Initial Complaint

  Date:01/03/2024

  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.

  Complaint Against Thumbtack for Unjust Lead Charges and ***************************** Dear ************************ am writing to file a formal complaint against Thumbtack regarding unethical practices related to lead charges. I have been consistently charged for leads that have proven to be unresponsive, unreachable, or have outright canceled jobs. This not only raises concerns about the quality of Thumbtack's lead generation system but also results in significant financial losses on my end.Despite my attempts to address this issue with Thumbtack, I have encountered extreme difficulty in reaching their customer service. The lack of responsiveness and generic, canned responses have left me without a satisfactory resolution to my concerns. The inability to communicate with Thumbtack exacerbates the frustration and financial strain caused by the unjust charges for unproductive leads.I kindly request the Better Business Bureau's intervention to investigate this matter thoroughly. I believe it is imperative that Thumbtack reassesses its lead generation and customer service practices to ensure fairness, transparency, and accountability for all users.Thank you for your attention to this issue, and I trust that the Better Business Bureau will help rectify these concerns to benefit not only myself but also other users who may be facing similar challenges.Sincerely,*****

  Business Response

  Date: 01/09/2024

  *****, Thank you for reaching out to Thumbtack through the Better Business Bureau. We take your concerns very seriously, and we are always looking for ways to improve.

  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.

  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 we can be of further assistance please reply to the most recent email you have received from Thumbtack on January 8th.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21088753
  
  I am rejecting this response because: I have already responded to your canned response. And I'm getting another canned response. There is no such thing as customer support. 

   

  If you look at the history of complaints they give the same responses without actually looking into the issue. 

   

  Thumbtack has committed theft from hundreds of customers. And ***************** behind their "refund policy" they're like a blackhole once they get the money it will never come back.

   

  ********, do your job and read my messages. 

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

  Business Response

  Date: 01/15/2024

  Thank you for providing your feedback. We understand your perspective and will be sure to provide your feedback to the correct department.

  We understand your frustrations with Instant Booking. We know this is a big change, and we're here to help during this transition. Weve learned that with instant booking, pros are more likely to get hired, and customers are more likely to get their job done. We understand this is a big change. Feel free to learn more about Instant Book here: **********************************************************.
  
  We have been able to review your concerns and identified that you have been in recent communication with our team. Through that communication, we were able to provide clarity on our refund policy. 
  
  As stated before, 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: ***********************************************************.
  
  Please let us know if you have any further questions!

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21088753
  
  I am rejecting this response because: This is general canned response. If you look at other complaints you say the same thing. 

   

  You have not attempted to help me at all. I've already paused my account will not use ******************** anymore. I will be asking my credit card company to reverse the charges. 

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

• Initial Complaint

  Date:01/02/2024

  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 used to be a decent resource for professionals and customers to find each other and *****************. Unfortunately, Thumbtack makes doing business absolutely miserable for both sides. They will delete your professional profile without warning. If youre a top pro with many reviews and an established presence, Thumbtack can decide to remove the services that you render and therefore delete your presence from the site. I experienced numerous instances of sexual exploitation from leads requesting disgusting services. When I brought it up with customer service, they made it out to be my fault while refusing to refund the lead. There were several instances in which I reached out to professionals for services, had confirmed appointments, and never heard from anyone after being charged for making the appointment. Thumbtack is more interested in their profits than protecting the services or professionals they advertise. Its a despicable company.

  Business Response

  Date: 01/09/2024

  ****, were grateful for the contributions you have made to the Thumbtack community. On October 17th,2022 a category you were providing services in was removed from our platform. We notified service providers a month before removing the category so they could prepare for the change, and to ensure they had a great partner going forward we partnered with Soothe, a network of independent wellness professionals. You might look into this option as a way to promote your business. ***********************

  Your concerns are very important to us and we will take them back to the appropriate departments and be sure they are addressed.

  As you're aware, we are a lead-generating platform. Service providers are charged for leads. We do not charge customers to book appointments. 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, or if Thumbtack can be of further assistance please respond to the last email you received from Thumbtack on January 5, ****, We are here to help.

• Initial Complaint

  Date:12/31/2023

  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.

  Love at first bark ******* ***************************** Is a scam No LICENSE PERMANENT INSURANCE SHE PUT FOG IN CAGES Never Wals them neighbors cant see the dogs Throw dog med it trash Ask to see license ins permit Ask to use the bathroom her house is full of dog p*** and pee They are committing taxs evasion Daughter has retail theft on her record and

  Business Response

  Date: 01/05/2024

  *******, thank you for reporting your concerns about a service provider on Thumbtack to **, through the Better Business Bureau. We take concerns like the ones you are reporting very seriously, and we appreciate your interest in helping us to keep Thumbtack safe. We will thoroughly investigate your report, and take the appropriate action according to our policies, including our Terms of Use *******************************************.

  We see that you recently contacted Thumbtack about this concern. If you have further questions, please repond to the email we sent to you through Thumbtack on January 2, ****, for additional assistance.

• Initial Complaint

  Date:12/27/2023

  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.

  I hired ********************* Services through Thumbtack. I paid the company $135.00 to have a cleaning done in my home on 12/27/2023. The company reached out to me through Thumbtack and by text. No one showed up to do the work that was scheduled to be done today at 11 am. I notified " ********************* Services", that the receipts provided were also inaccurate and had another person's name/ address on it. I sent several emails disputing the transaction and requested verification from Thumbtack. To no avail, no one has contacted me.

  Business Response

  Date: 01/03/2024

  *******, I'm sorry to hear that your project did not go as planned. We have an agent from our Thumbtack Trust and Safety team that has emailed you to provide the next steps for resolving this concern. Problems with service providers do not happen often, but if you should have a problem again in the future you can report it here: ******************************************************

• Initial Complaint

  Date:12/26/2023

  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 have repeatedly tried to get my account with ********************** "fixed" over the past few years.They keep getting worse, and it is now to the point where I literally can't login and do ANYTHING, but continue to receive emails (and if I hadn't changed my debit card would be being charged with still no ability to do ANYTHING within Thumbtack)!This includes accessing or changing ANYTHING in my account, settings, etc.With NO phone number or ability for Thumbtack to call me, I can't resolve ANY issues, since they all involve logging in 1st.I can click "forgot password" (which I haven't), and get a PW reset link. Then go to that link, which allows me to reset the password and get into my account (I can see my name and picture), but as soon as I try and do ANYTHING, it asks me to login again, and then claims the name or password is incorrect. This is a perpetual loop and can;t be escaped from. The few times this year I spent the effort to "chat" (only available through a cell, texting), they said they would love to help me, but can't / won't call me, have no number I can call, and I need to login to do anything further!This company is useless!!!Not to mention trying to force jobs I didn't select and don;t want, but automatically charging for them, if I hadn't blocked them from my debit card.I want no more emails and all leads turned off at this point, but would have to login to accomplish this myself, which I can't do!I have spent far too much time trying to get even my account closed, and emails turned off that it is easily $1000+ at my normal charge rate through the contracts I used to get with Thumbtack leads.

  Business Response

  Date: 01/02/2024

  ****, thank you for sharing your concerns with Thumbtack through the Better Business Bureau. We want to be sure your concerns are addressed, so we have had a member of our Service and Support team reach out to you. They have sent you an email to collect some additional information to confirm they are closing the correct account, and that this is the action you would like us to take. If you prefer help with accessing your account, instead of closing the account, you can also make that clarification when responding.

  While we are not able to provide a general refund, we can look into whether any leads you were charged are eligible for a refund through our refund policies. Please keep in mind, that 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: ***********************************************************.

  You can provide any specific lead details that you would like to have reviewed for refund eligibility in the same email response as the account closure. We hope this information helps you move forward.

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21057661
  
  I am rejecting this response because:

  I have made every effort to get my account closed, after spending numerous efforts to get your extremely poor website to allow me to login (which it never will).

  I do NOT accept anything less than a full refund for the "leads" sent to my email which I can't log in to my account to do ANYTHING with, and have fully and completely informed what you consider "support" more than a few times.

  So the wording of your response is NOT satisfactory.

  Please see that the 3 charges I see in the past year (2 in the past month) are refunded promptly!

  Further, close my account and delete ALL associated information and records, please, including all bank and credit card information.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/05/2024

  ****, thank you for reaching out to Thumbtack again to let us know you are still looking for a resolution. We take your concern very seriously, and we want to be sure we are able to provide you the best assistance, and resolve your concerns promptly.

  In order to close your account please reply to the email sent to you on January 2, **** asking you to confirm your contact details so we can verify we are closing the right account. Please include in your request that you would like to have all of your personal information removed, and your request to have your last 3 lead fees reviewed for refunds to your original payment method. The agent that has emailed you will be the best person to help you with those concerns.

  Please keep in mind, that lead fees are only credited back in accordance with our policies. 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: ***********************************************************.

  We wish you the best moving forward.

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21057661
  
  I am rejecting this response because:
  I HAVE replied to their email they sent me on 1-2-24.

  Since I did that, they have sent me several emails offering to help "fix" my log-in ability, and reiterating my need to login to be able to address any unauthorized charges (they classify them differently), and close my account.

  They have sent me several emails saying I need to "update" my payment information, since they have obviously attempted to charge my bank AGAIN, after I placed a permanent STOP payment for anything Thumbtack attempts to run through this account.
  

  I need them to CLOSE my account, since I have tried repeatedly for more than a year to login, and have more than a few emails to prove this, as well as "Chat" transcripts showing the impossibility of Thumbtack accomplishing this request.
  

  They need to refund the charges they have illegally run through my bank account since 11/22, AND cease sending me emails.
  

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