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:01/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the service to see if I could get leads for IT gigs. It was not made clear that each time I message a customer it would charge my bank account. The business does not give a clear way of communicating this issue I sent them an email, but they disregarded it and told me to file it through their application which I did and have gotten no resolve.

  Business Response

  Date: 01/09/2025

  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: ******************************************************************

• Initial Complaint

  Date:01/02/2025

  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.

  Whom It May Concern, I am writing to express my disappointment and frustration with Thumbtack's refusal to refund me for a service I did not use. Despite my efforts to resolve this issue amicably, Thumbtack has failed to provide a satisfactory resolution. I am trying to deactivate the account and I am trying to get my money that I put in there in the first place. However, I did not receive the service and have yet to use it. I requested a refund of $49.34 from Thumbtack, but they have denied my request. I believe Thumbtack's actions are unfair and contradictory to their refund policies. To get lead through their APP you have to put money to the account, however i have a remaining balance that i have been trying to withdraw and i could not do so. As a consumer, I expect a company to stand behind its services and provide refunds when those services are not used. I urge Thumbtack to reconsider my refund request and take immediate action to rectify this situation. I hope that in the future, Thumbtack will prioritize transparency, accountability, and customer satisfaction. Sincerely, Fedner

  Business Response

  Date: 01/07/2025

  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:12/30/2024

  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 made an account with ******************** got a random message saying I had an opportunity and then they tried to charge me $24 and when I tried to contact them it was very difficult as you cannotndonit on the app and then on the site you have to go through multiple questions. Then I was given a number to text to which they disconnected when I said I wanted to delete my account. So then I had to contact them again to be told I can't delete my account *** to an paid balance that I never incurred. This is a consumer act violation of false and shady business's practices.

  Business Response

  Date: 01/02/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau.
  
  We really appreciate your business with Thumbtack and we take your concerns very seriously. So, were happy to help answer any questions and provide information on our policies to help you be successful on the site. 
  
  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:12/30/2024

  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.

  11/3/2024 Handyman hired from Thumbtack fixed nothing, even broke my property, and ran away. Thumbtack says they will only refund the money I paid to the worker ($232). But I need more compensation (at least $1,000) to fix my property broken by worker other than a refund, because I have to call several professional (electrician and plumber) again and spend more money.I got new estimates from other professionals. (toilet 200, thermostat *******, garage 250) Please refer to the supporting documents attached for more details. They are 3 emails I sent to Thumbtack.

  Business Response

  Date: 12/31/2024

  Thank you for reporting your concerns. 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. We provided the next steps that could be taken to help you receive a resolution, and it appears those were declined. 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. 

  Customer Answer

  Date: 01/01/2025

   
  Complaint: 22744737
  
  A worker in his 30s who immigrated from ****** to ***************** 2 years ago is about 6'1" tall, has a *****, and has a *****, intimidating expression without smiling. On the other hand, we are an Asian family, consisting of just daughter and 65 year old mom, so we are vulnerable. That's why we're afraid the worker might retaliate against us. On top of that, our house was recently robbed, and the trauma is still fresh. I want to file a small claim, but I'm scared because the worker knows our address and gate code. Thats terrifying. I want Thumbtack to help mediate and resolve my compensation issue. I'm wondering how Thumbtack can assist someone like me who is in a vulnerable position.

  Sincerely,
  
  *** ***** Hong

  Business Response

  Date: 01/03/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau. We understand the concerns youve raised regarding your project and the recent break-in you experienced. We can only imagine how frightening that must have been for you. We encourage you to reach out to your local law enforcement if you ever feel in danger at any time. 
  
  We want to assure you that the Trust and Safety specialist youve been working with has outlined a clear way forward, and we recommend that you continue collaborating with them if you have any further questions or concerns. Your safety and peace of mind are important to us, and we are here to support you.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22744737
  
  Please do not close this case until it is resolved with Thumbtack. 

  Sincerely,
  
  *** ***** Hong

• Initial Complaint

  Date:12/29/2024

  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.

  Providing leads that do not match preferences and refusing refunds for such leads. There is no way to communicate with them. When you speak to someone on the phone, none speak English well enough for conversation. They dodge and refuse refunds for the bad leads provided.

  Business Response

  Date: 12/31/2024

  Thank you for sharing your concerns with Thumbtack through the Better Business Bureau. We have reviewed your recent refund requests and they did not qualify for a refund. We really appreciate your business with Thumbtack and were here to help answer any questions and provide information on our policies to help you be successful on the site. Our system will only allow customers to match with you if their job details match  the ones you've selected in your targeting preferences. As a user-managed platform, each pro is solely responsible for controlling their account, so situations where a pro has incorrect targeting selected are not covered by our refund policy. Even though this situation may not be covered, you can still reach out to Support to see if they may be able to consider a courtesy credit.
  
  Here are some resources that will help you learn about how to set up your targeting:
  Setting up Targeting - **************************************************************************
  All about Targeting - ***************************************************************
  
  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 additional questions for Thumbtack, please contact us here: ******************************************************************

• Initial Complaint

  Date:12/29/2024

  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.

  Was charged repeatedly even after subscription cancellation. The payments were filed to my credit. Disgusting behavior.

  Business Response

  Date: 12/31/2024

  Thank you for sharing your concerns with Thumbtack. We are always looking for ways to improve. 

  We understand that sometimes things dont go as planned and you'd like to have a lead considered for a refund. 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.
  
  ***********************************************************
  
  *********************************************************************

  It appears your account is currently removed from Thumbtack, so you will not receive for further leads.
  
  If Thumbtack can assist you further, dont hesitate to reach out. We are here to help. ******************************************************************

• Initial Complaint

  Date:12/27/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive recently subscribed as a user on **********************. Over the past two weeks Ive deposited $200 into my thumbtack account. After using the service for a week *** decided to withdraw my remaining balance. I havent been able to get in contact with anyone from this business along with the customer service team calling me from an entirely different number claiming to be a separate business.Overall this is seeming more and more like a scam.Original number used: **************** Second number used: ****************

  Business Response

  Date: 12/30/2024

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

  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.Please keep in mind that according to Thumbtack's policy, prepaid packages, including credits purchased in bulk, are generally not refundable and any refund would typically be credited back to your Thumbtack account balance to be used for future leads, not returned to your original payment method; meaning if you cancel your account, you will not receive a refund for any prepaid credits you may have had. It appears you have received one courtesy lead fee refund credit so far that was applied back to your account balance.
  
  You can read more about our refund policies and requesting credits here:
  
  ********************************************************************************
  ******************************************************************************************

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

• Initial Complaint

  Date:12/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Thumbtack to advertise and receive leads for my company. I was recently charged for a lead in an area that I am not licensed to operate in. I reached out to dispute this charge which has left an outstanding balance on my account. Due to this outstanding balance I am unable to receive any more leads. I filed a dispute with Thumbtack on December 19th which hasnt been reviewed as of December 23. Thumbtack is saying it takes 3-5 business days to review a dispute. I am missing out on jobs due to my account sitting on hold over a dispute about a lead for an area that I dont service. Their solution was for me to pay the balance while I wait for them to resolve the dispute. I filed the claim with them on December 19. I should not have to pay for a lead for an area I DO NOT and CANNOT legally service.

  Business Response

  Date: 12/27/2024

  Thanks for that response. 
  
  Our team emailed you about this matter on December 23, 2024, and December 26, 2024. 
  
  When you spoke with our support team, they were able to assist in your setting to ensure the correct areas are provided on our platform. 
  
  We also informed you that we are reviewing your requests and will provide an update once we have clarity on this issue. 
  
  Please keep an eye out for an email with our next steps. 
  
  We appreciate your cooperation and patience in this matter. 

• Initial Complaint

  Date:12/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer that charges for Leads charged me for leads I never received. And was billing me when I was unable to Unsubscribe.

  Business Response

  Date: 12/20/2024

  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: ******************************************************************
  
  

• Initial Complaint

  Date:12/18/2024

  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 charges a price (between $10-$30) every time a customer sends me a booking request, called a "lead". Thumbtack has a feature, where I can block off my availability, so that I don't receive leads for dates I block out.Twice now, I have blocked out certain dates on my calendar, saved the preference, only to receive a new "lead" requesting services on a blocked day. I log in, and all my blocked days have been removed. I find I have been charged for this lead, which I cannot work, because I blocked the day!I also received a lead for a service I don't even offer. I only provide bartending services, and Thumbtack has been including food catering quotes; I cannot book these clients, I don't feel it's fair to pay for this lead when it's not for a service I provide.Thumbtack has NO customer service options. No phone number to call; I tried using the chat, but after waiting 30 minutes, never received a response. I don't think the chat even ******** is unfair and unethical to keep changed my preferences without my consent, and then charging me for "leads" that are targeted towards days or jobs that I cannot work. I demand a refund from Thumbtack.

  Business Response

  Date: 12/20/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau.
  
  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. Some leads related to marked-off dates may qualify for a refund, and others may not.
  
  Let's say a customer contacts you with a job for a specific date that isnt flexible. If you've blocked off that date on both your calendar and your business hours, you can request a refund for that lead. This only applies to leads that indicate a specific date that isnt flexible, like planned celebrations such as a wedding or deadline-specific projects such as a move.
  
  Leads that are flexible on dates or don't specify an exact date wouldn't qualify for a refund. This includes when customers indicate that they are "open to other dates suggested by the pro. However, if the customer refuses suggestions for alternative dates and replies saying they're not really open to other dates, you can also request a refund and well look into it.
  
  To make sure that you don't get any leads or bookings when you're not available or on vacation, you can hide your business ( *********************************************************************************** ). You can also learn more about managing your availability ( ********************************************************************************** ) and how to turn targeting on or off ( ************************************************************************************ ).
  
  You can read more about our refund policies and requesting credits here:
  
  ********************************************************************************.
  ******************************************************************************************

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22704915
  
  I am rejecting this response because: 

   

  as explained, I did block off my availability to prevent receiving leads. Yet, I still received leads for dates I was unavailable. I also received leads for services that I dont offer. 
  

  I wont accept anything other than a refund, your service is a scam. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 12/20/2024

  Thank you for sharing your further concerns with Thumbtack. We have reviewed your Thumbtack requests for refunds and unfortunately, they were not found eligible for a refund, but we do want to help you understand our policies.

  If you are not available for certain dates a customer can still reach out to you about those dates if the event is flexible and can be moved to another date you may still be responsible for lead fees. If this doesn't work for your business model you may want to hide your business instead of changing your avialability. **************************************************************

  As a user-managed platform, each pro is solely responsible for controlling their account, so situations where a pro has incorrect targeting selected are not covered by our refund policy. Even though this situation is not covered, you can still reach out to Support to see if they may be able to consider a courtesy credit, though you'll need to speak with a Support Advocate to find out if that will be possible.
  Here are some resources that will help you learn about how to set up your targeting:
  Setting up Targeting - **************************************************************************
  All about Targeting - ***************************************************************

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

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22704915
  
  I am rejecting this response because:

  I was never once notified that  If you are not available for certain dates a customer can still reach out to you about those dates if the event is flexible and can be moved to another date you may still be responsible for lead fees.

  On your platform, it specifically states Customers will only request jobs to be done during the times you set.

  This model, where customers can still submit requests and I will be charged for leads even during my blocked out time, does not work for me. HAD I KNOWN THIS, I would have never signed up for thumbtack from the beginning.

  because you dont make this policy clear to users, I am still demanding a refund in full.
  

  I will be cancelling my Pro account. 
  

  Again, this policy should be MADE CLEAR to pros when signing up. This is deceptive and predatory business practices on behalf of thumbtack.

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