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Description

This company is an online consumer service for finding and hiring local businesses.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Thumbtack, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Thumbtack, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 298 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

298 complaints closed with BBB in last 3 years | 105 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 46
Billing/Collection Issues 73
Delivery Issues 8
Guarantee/Warranty Issues 26
Problems with Product/Service 145
Total Closed Complaints 298

Additional Complaint Information

Thumbtack, Inc. came to BBB’s attention in September 2010. A review of the company was done in March 2016. Complaints on file state that contractors create a profile on the Thumbtack website for future customers, however the promised leads are not received. Complaints also state that the Thumbtack is unresponsive to consumers.

A letter was sent to Thumbtack, Inc. requesting they address the above issues as well as explain how contractors are charged, explain how the leads work, and provide the best way for consumers to contact the company.

Thumbtack, Inc. responded with the following:

Once a profile is created and all of the information necessary to start receiving requests has been filled out, users will typically start seeing requests within 24 hours. There are a few reasons why it may appear that no requests are being sent to a profile.

 

If a profile is truly not seeing any requests, it is likely due to no requests being submitted that match the profile, either due to the professionals location or the type of service being offered. It is also possible that requests are being received, but the notifications for them are not, which would give the appearance that no requests are being sent.

 

Because the causes may vary, we invite any professional or business that is experiencing this issue to contact us. Our goal is to help them get hired as often as possible, so we want them to receive as many requests as suit their business.

 

Signing up as a professional and creating a profile to describe your business is completely free.

 

Once a profile has been created, and all of the necessary information to start receiving requests from customers has been filled out, professionals will start receiving requests automatically. There is no charge to create the profile, and no charge to start receiving and reviewing requests.  

 

If a professionals decides they would like to act on a request they receive, they would need to purchase Thumbtack credits which will allow them send a quote to the customer who submitted the request. Credits cost $1.67 each, but can be purchased in bulk for discounted rates. The amount of credits needed to send a quote varies depending on the size and type of project being quoted on. We have provided a list that clarifies what the cost to quote is based on request type. The list can be found here: https://www.thumbtack.com/pros/price_list

 

First time users are provided an initial credit package that provides enough credits to send up to 10 quotes on their type of requests at a 30% discount. After this initial purchase, professionals can buy credits as needed when they want to act on a request they have received.

 

We want to hear from our customers, so we have a dedicated customer support team that can be reached through various contact channels.

 

The best place for our customers to get answers to their questions about Thumbtack is our Help Center. It is full of useful information for both customers and professionals. If an answer can’t be found in any of the provided articles, or a customer would simply like to discuss their question further, the Help Center will prompt them to reach out to our customer support team. We have multiple channels available for customers to be able to reach us including phone, email, chat and we are even piloting an option for SMS messaging which would allow them to text us from their phones.  The Thumbtack Help Center can be found at: https://help.thumbtack.com 

 

If someone would like to speak with our support team directly, they can contact us at: 1-800-948-2034

We can also be reached via email at: support@thumbtack.com

 

Our customer support team is available by phone 7 days a week from 7:00 AM - 8:00 PM Mountain Time. They do close for some holidays.

 

Our customer support also answers emails 24 hours a day, 7 days a week. Responses are typically sent within a few business days.


Customer Reviews Summary Read customer reviews

53 Customer Reviews on Thumbtack, Inc.
Customer Experience Total Customer Reviews
Positive Experience 18
Neutral Experience 4
Negative Experience 31
Total Customer Reviews 53

Additional Information

BBB file opened: September 01, 2010 Business started: 11/28/2008 Business started locally: 11/28/2008 Business incorporated 11/28/2008 in DE
Type of Entity

Corporation

Business Management
Mr. Marco Zappacosta, CEO Mr. Tyler Bailey, Senior Manager
Contact Information
Customer Contact: Mr. Tyler Bailey, Senior Manager
Principal: Mr. Marco Zappacosta, CEO
Number of Employees

365

Business Category

Internet Services Mobile Apps

Refund and Exchange Policy
There is no fee for customers to submit a request on Thumbtack.

Professionals only pay when they send quotes to customers. While the money you spend on Thumbtack is an investment for your business, these are the situations in which we may refund your account:

If the customer doesn't view your quote within 48 hours, the number of credits used to quote will automatically be added back to the pro's account. This adjustment will be visible in credit history.

If the pro accidentally purchased credits, they contact our support team and we will look into their situation.

If the customer has cancelled a request within 48 hours and is no longer looking for assistance.

If the customer created duplicate requests within a 72 hour window.

Please visit Help.Thumbtack.com to learn more.
Service Area
Area business serves:Nationwide
Products & Services

Customers come to Thumbtack to hire experienced professionals to complete their projects. Pro's come to Thumbtack to get hired and grow their business.


Customer Review Rating plus BBB Rating Summary

Thumbtack, Inc. has received 4.18 out of 5 stars based on 53 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.