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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 affect 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 303 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

303 complaints closed with BBB in last 3 years | 112 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 46
Billing/Collection Issues 72
Delivery Issues 8
Guarantee/Warranty Issues 26
Problems with Product/Service 151
Total Closed Complaints 303

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

59 Customer Reviews on Thumbtack, Inc.
Customer Experience Total Customer Reviews
Positive Experience 18
Neutral Experience 4
Negative Experience 37
Total Customer Reviews 59

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
Contact Information
Customer Contact: Jenn Doane, Social Media Manager
Principal: Mr. Marco Zappacosta, CEO
Number of Employees

473

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 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

X

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.

Complaint Detail(s)

9/22/2016 Problems with Product/Service
9/22/2016 Problems with Product/Service
9/14/2016 Problems with Product/Service
9/13/2016 Problems with Product/Service
9/12/2016 Problems with Product/Service
9/12/2016 Advertising/Sales Issues
9/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a complaint with Thumbtack on June 23, 2016 against a client that they referred to me for some handyman work to do removal of carpet and refinish hardwood flooring underneath with ***** ****** ** **** ************. He was given $1370 in cash for the project. He re and his son removed the carpet and indicated they were waiting for the sander. It never came and they never came back to finish the job. I alerted Thumbtack and filed a formal complaint. I have been unsuccessful in locating this man and he has since blocked me from receiving any text messages to his cell phone. Humpback will not refund my money and has as of today closed the case because they cannot contact Mr. Holden and I am out of my money. They are responsible because they referred him to do the job and now they will not accept responsibility for their actions.

Desired Settlement: I would like a full refund.

Business Response:

Hello ******,


Thank you for reaching out to us through the Better Business Bureau and for speaking with our Marketplace Integrity team as well. I would like to address your concerns below.


We understand that these types of situations are very frustrating. It’s important to note that Thumbtack is a marketing channel for professionals to use to reach out to customers. Though professionals may display their photos, credentials, reviews, and other such information on the Thumbtack platform, the professionals listed on Thumbtack are not endorsed by Thumbtack.


With that being said, we do expect the professionals who use Thumbtack to offer quality services and reserve the right to remove professionals if they do not serve the customers they found on Thumbtack well. In this case, we have worked with the professional in question and because they will not rectify the situation, they have been removed from our site and will no longer be able to use our platform. We appreciate your cooporation and help throughout this process.


If you or any customers or professionals have questions, we encourage them to reach out to us. We are here to help.


Sincerely,


*****

Thumbtack Support

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

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

Business Response:

Hello ******,


This type of situation is very concerning for us to hear about and we appreciate you bringing it to our attention. We expect the professionals who use Thumbtack to communicate with their customers and exhibit professional behavior. Because this professional has failed to meet these standards, they have been removed from our site.


As this professional is not employed by Thumbtack, we encourage you to work directly with the professional to come to a resolution. If you have any questions or concerns, please feel free to reach out again to our Marketplace Integrity team at ************. This team is well trained and would be happy to help.


Sincerely,


*****

Thumbtack Support

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

************.


Consumer Response:
Complaint: ********

I am rejecting this response because: I want a full refund you referred this person.

Sincerely,

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

9/9/2016 Problems with Product/Service
9/7/2016 Advertising/Sales Issues
9/7/2016 Problems with Product/Service
8/31/2016 Problems with Product/Service
8/30/2016 Billing/Collection Issues
8/23/2016 Problems with Product/Service
8/23/2016 Delivery Issues
8/18/2016 Problems with Product/Service
8/16/2016 Billing/Collection Issues
8/5/2016 Problems with Product/Service
8/4/2016 Problems with Product/Service
7/31/2016 Delivery Issues
7/28/2016 Problems with Product/Service
7/18/2016 Problems with Product/Service
7/9/2016 Problems with Product/Service
6/29/2016 Problems with Product/Service
6/24/2016 Billing/Collection Issues
6/18/2016 Problems with Product/Service
6/18/2016 Problems with Product/Service
6/16/2016 Problems with Product/Service
6/16/2016 Problems with Product/Service
6/15/2016 Problems with Product/Service
6/11/2016 Problems with Product/Service
6/8/2016 Problems with Product/Service
6/8/2016 Problems with Product/Service
6/7/2016 Problems with Product/Service
6/7/2016 Problems with Product/Service
6/7/2016 Problems with Product/Service
5/26/2016 Billing/Collection Issues
5/26/2016 Problems with Product/Service
5/21/2016 Problems with Product/Service
5/21/2016 Problems with Product/Service
5/19/2016 Problems with Product/Service
5/18/2016 Problems with Product/Service
5/18/2016 Advertising/Sales Issues
5/17/2016 Advertising/Sales Issues
5/16/2016 Problems with Product/Service
5/16/2016 Billing/Collection Issues
5/15/2016 Problems with Product/Service
5/13/2016 Advertising/Sales Issues
5/11/2016 Guarantee/Warranty Issues
5/6/2016 Problems with Product/Service
5/4/2016 Billing/Collection Issues
5/3/2016 Billing/Collection Issues
5/2/2016 Guarantee/Warranty Issues
4/29/2016 Problems with Product/Service
4/29/2016 Advertising/Sales Issues
4/26/2016 Billing/Collection Issues
4/11/2016 Problems with Product/Service | Complaint Details Unavailable
4/11/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They couldn't provide a single legitimate lead, no jobs, took my money and then asked for more money to be upgraded to "Gold member" status. I spent well over $50 buying "credits" on Thumbtack and did not receive a single job from this. The credits were used but no jobs appeared. Many of the replies had obvious fake names and nobody ever followed up after I replied to their emails. The last email I received from Thumbtack was when they wanted more money from me to be upgraded to the "GOLD" member status. Here is that email: "We noticed you are close to becoming a Gold member. You're only 12 points away! You can get 30 more points if you add a link to your Thumbtack service profile on your personal website. Instructions are below. Once you are a Gold member, your profile will feature a special badge letting consumers know you are a highlighted service provider." They couldn't provide a single legitimate job, took my money and then asked for more to be upgraded.

Desired Settlement: I am seeking a full refund of the entire amount I paid out. Thumbtack scammed me out of my hard-earned money.

Consumer Response: The responses I received were obviously fake. One was from "***** ****". That's not even a real name. Another one was named "***** *."

There was rarely ever a follow-up when I asked questions about the nature of the photo shoot.

The leads are almost all bogus.

Business Response: Hello *****,

Thank you for reaching out to us through the Better Business Bureau about your concerns. I would like to touch on them here.

At Thumbtack, we allow professionals to be in complete control over how their money is spent with us. Professionals are charged when they choose to submit a quote to a customer or purchase credits with us. Each quote costs a certain number of credits and credits may be purchased quote by quote or in packages. Professionals must approve each of these purchases.
We also have what we call profile points. These points are awarded for things like profile completion and do not cost any money. Once a professional has a certain number of these points, they are awarded a badge on their profile with us that lets customers know they have either a bronze, silver, or gold profile with us. We use this small feature on professionals' profiles to encourage them to finish their profiles and thus have better chances of getting hired on our site.
Each request submitted to Thumbtack goes through a verification process that is both manual and automated. With that being said, we encourage all professionals to report anything that looks suspicious. We will look into the situation carefully as we respect the professionals who use our site.
We also encourage any professional who is not finding success on Thumbtack to reach out to us or look into our research based articles on our website. They are designed to help professionals make the most of Thumbtack and may be found in our Pro Center: ********************************

If any professional has questions reguarding payment or finding success through Thumbtack, they may reach out to us at ************ or *********************. We are here and willing to help.

Sincerely,

*****
Thumbtack Suppot
*********************
************

4/9/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Company is unresponsive. I have sent multiple emails over a couple weeks with zero response. I started an account to provide a service. After that I could not access my account for some reason. Then I started receiving emails from customers and did not know I had to pay to talk to them. Nowhere did it say I would have to pay just to talk to people. So I could not. So I've been emailing company to cancel account and I've gotten ZERO response so far. While customers are thinking I'm ignoring them when I can't even talk to them without paying money. Seems like some kind of scam.

Desired Settlement: Someone to reply to me and help me.

Consumer Response: 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,

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

4/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Spending a lot of money with no return Complaint Company charges for leads and nothing happens. Half of the leads only read the quotes and they do not return the money. This then charges you - it's ridiculous. I have been on this site for not that long and have not received any real, viable leads. In each case I have added information and nothing is shown for it. Nobody has gotten back to me and I have sent items to over 20 people probably more since I've spent close to $200.00. That doesn't make any sense to me. I think this site is a scam. I want my money back as I am wasting my time and money. I've tried to contact customer service about this particular issue but no one has gotten back to me. I had one other complaint about a "customer" who I did send a quote to, he said he hired me, he did not hire me - I only sent him a quote, and he gave me one star - basically stopping me from getting any leads that are viable. I don't understand how someone can rate you if you have had almost zero contact - how can someone flippantly say they have hired you when they have not. So, between that and spending a huge amount of money for these so-called leads I am extremely upset. And yes, does anyone work for thumbtack or is everything just automated? Desired Settlement I would like a refund of all my funds from the site. I've offered extremely low prices and no response. Plus you charge when someone doesn't use the service which means that regardless you make money and the sellers don't.

Desired Settlement: I would like all of my funds refunded back to my debit card.

Business Response: Hello *********,

Thank you for reaching out to us through the Better Business Bureau about your concerns. I would like to address them here.

At Thumbtack, we respect the professionals who use our site. This is why each request that is submitted to us goes through a verification process that is both maual and automated. With that being said, we encourage all professionals to report anything that looks suspicious and we will look into it right away. We do not allow fake requests on Thumbtack and reserve the right to take action if they are found.

We want the professionals who use Thumbtack to get hired as often as possible. This is why we have created articles that are based in research to help professionals get hired. These articles can be seen in a section of our website called our Pro Center here: ******************************/. We also have hired and trained a top quality customer support team to help professionals. They can be reached at ************ and support***************

We encourage any professionals who are struggling to get hired on Thumbtack or who have questions to reach out to us. We are happy to help.

Sincerely,

*****
Thumbtack Support
Support@Thumbtack.com
************

4/9/2016 Billing/Collection Issues | Complaint Details Unavailable
4/5/2016 Billing/Collection Issues
4/5/2016 Advertising/Sales Issues
3/28/2016 Problems with Product/Service
3/25/2016 Problems with Product/Service
3/25/2016 Advertising/Sales Issues
3/16/2016 Problems with Product/Service
3/10/2016 Delivery Issues
3/8/2016 Problems with Product/Service
3/7/2016 Problems with Product/Service
2/29/2016 Billing/Collection Issues
2/29/2016 Problems with Product/Service
2/23/2016 Problems with Product/Service
2/19/2016 Billing/Collection Issues
2/18/2016 Problems with Product/Service
2/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Thumbtack allows reviews from people who were never your client and also refuses to remove bad reviews that they caused due to their bad practices These idiots allow people who NEVER received service from you ever write reviews about you and give you one star and they will NOT take them down - very much like the people at YELP. On one client I had, they emailed them a review BEFORE we even got to the job and make the client so mad as they assumed WE WERE LATE since they got this review request from Thumbtack they gave us one star BEFORE WE EVER GOT THERE! And also refused to delete. They also have FAKE clients on there so you are spending money on bidding on scammers from Africa and Eastern Europe as they have NO SYSTEM to stop the fake postings - a complete waste of your money.I also suspect they have people acting like clients as well to get you to bid and earn them lots of money - they have NO INTEGRITY and are ANTI-BUSINESS

Desired Settlement: Refund the 2,000 dollars I spent on this fraud and also delete the 2 one star reviews they caused.

Business Response: Initial Business Response /* (1000, 5, 2016/01/06) */ Hello ****, Thank you for reaching out to us through the Better Business Bureau about your concerns. I would like to address these concerns here. We understand it can be very frustrating for our professionals to receive negative reviews. This is especially true for professionals who work hard to maintain good reviews on their profile. At Thumbtack, we believe customers should have the right to leave reviews for professionals not just services provided, but for the overall experience with a professional. This is why we allow customers to leave reviews once a quote has been sent to them from the professional. A review will not be deleted on Thumbtack unless it is in direct defiance of our Content Policy, which can be seen here: https://help.thumbtack.com?ar=kA131000000BOSw. Maintaining these standards is what gives legitimacy to our entire review system, including positive reviews. We know that there are a number of reasons why customers leave the reviews they do. We also care about the reputations of our professionals, which is why we allow our professionals to respond to all reviews submitted on their profiles. When a professional receives a negative review from a customer, we highly encourage them to respond to the review in a helpful, courteous, professional manner. This type of response shows potential customers that the professional is willing to work with all customers and make things right when a customer feels they have been wronged. It also gives the professional an opportunity to share their story as these responses are public facing. We also know it can be frustrating when professionals do not hear back from customers. Each of our requests goes through a verification process that is both manual and automated. We've also found that 80% of customers come to Thumbtack ready to hire. That being said, we always encourage each professional to report anything that seems suspicious and we will look into it right away. We want our professionals to get hired and find success. This is why we have created an online Pro Center, full of information to help our professionals get hired. It can be viewed here: https://www.thumbtack.com/pros/. At Thumbtack, we want to be transparent with both our customers and professionals and any decisions made are for the purpose of benefitting both parties. If you or any professional or customer has questions or concerns regarding reviews or would like help getting hired, our customer support team would be happy to help and may be reached by phone at 800-948-2034 or email at support@thumbtack.com. We are always here to help. Sincerely, ***** Thumbtack Support Support@Thumbtack.com 800-948-2034 Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Boilerplate response I'm sure they send for all their complaints. No restitution at all was offered. Someone needs to get the State attorneys involved in reviewing these fraudsters. Final Business Response /* (4000, 9, 2016/01/28) */ Hello ****, Thank you for your response. We sincerely care for the success of each of our professionals and want them to have a positive experience with us. The information provided in our last post was intended to be helpful and address your specific concerns. If you still have questions, we would love to speak with you and see what we can do to help. We encourage you and any professional with similar concerns to reach out to our customer support at 800-948-2034 or via email at support@Thumbtack.com. ***** Thumbtack Support Support@thumbtack.com 800-948-2034

2/9/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have received a Highly Unfair Inflammatory Derogatory Review which has been POSTED on THUMBTACK. I seek to have this review removed. My account with Thumbtack is under the name: ***********@gmx.com I have received a Highly Inflammatory Unfair FALSE Review from an event dating back over 3 Months Ago (event date 10/10/2016). This review is not allowing me to operate my small Disk Jockey business fairly. I was successful at first to have it removed and now have been told (by thumbtack customer service) it is part of my permanent THUMBTACK record. This is highly unfair as my business can not succeed with the false allegations. I seek to have the defamation retracted immediately.

Desired Settlement: Complete fair review of MY PROFF of the defamation. Complete removal of the defamation from the THUMBTACK site.

Business Response: Initial Business Response /* (1000, 5, 2016/02/04) */ We appreciate you reaching out to us through the BBB. I'm glad you've been in contact with one of our Marketplace Integrity agents in regards to this issue, and I'd like to address your concerns here as well. We know how disheartening it can be to receive a negative review. This is especially true for professionals who work hard to maintain good reviews on their profile. A review will not be deleted on Thumbtack unless it is in direct defiance of our Content Policy, which can be seen here: https://help.thumbtack.com?ar=kAXXXXXXXXXBOSw. Maintaining these standards is what gives legitimacy to our entire review system, including positive reviews. At Thumbtack, we want to be transparent with both our customers and professionals. If you or any professional or customer has questions or concerns regarding reviews, our customer support team would be happy to help and may be reached by phone at XXX-XXX-XXXX or email at *******@thumbtack.com. We are always here to help. Sincerely, ***** Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do not fully agree with the response, however the false review has been deleted. Please focus your attention on contractors acting on good faith that will be held hostage (or extorted)by people that understand the policy as described and force action by holding a negative review over the contractors head. Trust, this happens and much more than may previously be considered. Recall your statistics, eliminate the top and the bottom to get a better indication of the truth or accuracy. I will remove this complaint upon your next reply. Thank you for your time. Please escalate to management, the response sounded a little "boiler plate." Also, look at e-bay, they have tweaked their feedback (rating) system many times over the past few years. Uber is also finding problems. MM

2/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Keep getting charged for nothing. Thumbtack sends out vague referrals for jobs around our area and charges a credit or credits for responding no matter what the response is (usually a request for more information because the don't give you enough to give a bid ). The amount charged is different every time and they can't or won't tell me why. They keep telling me that other professionals in my area are getting the jobs for one reason or another but will not tell me who any of those professionals are, and cannot give me the name or number of any professional from any field in my area who uses thumbtack that I can talk to. The only assurance that I was able to get that these customers were real at all was thumbtack telling me that they wouldn't make them up.

Desired Settlement: I have been charged for credits weekly or daily since signing up. But have not gotten a single direct customer response at all. I have gotten a few credit refund for part of what I was charged but they were all charged again even if I didn't respond to the thumbtack quote request. They couldn't even give me any proof that the customers were real people.

Business Response: Initial Business Response /* (1000, 5, 2016/01/19) */ Hello*****, Thank you for reaching out to us through the Better Business Bureau about your concerns. I would like to address these concerns here. One of the best features of Thumbtack is that each professional can review all customer requests for free and they can then choose which customers to send quotes to. This gives them complete control over how and when they spend their money. If a professional has a dispute or question about payment, we encourage them to reach out to us. We will address the issue right away. We understand that it can be frustrating for professionals when they are not getting hired. Each of our requests goes through a verification process that is both manual and automated, and we've found that 80% of customers come to Thumbtack ready to hire. That being said, we encourage all professionals to report anyting that looks suspicious and we will look into it right away. We respect our professionals and the money and time they spend with us. We want our professionals to get hired and find success. This is why we have done research and created an online resource called a Pro Center, compete with articles to help our professionals present their business in the best way for success. This Pro Center can be seen here: ******************************** Our customer support is also available by phone at ************ and email via support@thumbtack.com. We are always willing to help any professional who has concerns or questions. Sincerely, ***** Thumbtack Support Support@Thumbtack.com ************

2/2/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Company provides leads that I believe are fraudulent to attract more sales. The company has set numerous leads and none of them seem to get any response. I don't believe my account is correct as I was offered credits for surveys, etc. Some quotes aren't looked at which I find hard to believe that with only 5 people responding to an ad that a single job has not been offered. I believe the company lures businesses into buying credits where they will not receive a single job offer.

Desired Settlement: I honestly do not know what retribution the company could offer as it seems refunding credits for a site that most likely will be a waste of time to try to build a business from is pointless. I feel the idea behind the site is good, but I don't believe it provides credible leads to business owners and should be investigated.

Business Response: Initial Business Response /* (1000, 5, 2016/01/12) */ Hello *****, Thank you for reaching out to us through the Better Business Bureau. I would like to address your concerns here. We know that it can be very difficult when customers do not respond to professionals' quotes. This is not the experience we want our professionals to have. This is why each of our requests goes through a verification process that is both manual and automated. We've also found that 80% of customers come to Thumbtack ready to hire. That being said, we are always here and encourage each of our professionals to report anything that looks suspicious. We respect the time and money of our professionals and will look into the situation very seriously as we do not allow fake requests on our site. Though our main goal is to provide a place where professionals can make introductions to new customers, we want our professionals to get hired as well; we know that we are only as successful as our professionals. This is why we have done research and come up with tips to help our pros to get hired. These tips can be found in online articles in our Pro Center: *******************************. We also have a highly trained customer support team that is happy to work professionals and help them to make the most of Thumbtack. We encourage any professional with concerns or questions to contact us via phone at ************ or via email at support@Thumbtack.com. We are always here to help. Sincerely, ***** Thumbtack Support ********************* ************

1/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company's review system is flawed. Thumbtack is a quote/bidding website for any local service a customer could need. We had received a quote request from a potential customer around 11/23/2015. He stated that he was simply shopping around and would be scheduling possibly mid December. We received another request from the same customer and he asked to schedule the appointment. We then received a message from him inquiring upon the dry time for our carpet cleaning, we answered his question and he felt that the drying would take to long. I explained that we understood and referred him to a company that would better fit his needs. We even provided a phone number. We then received a review on the Thumbtack website from this same customer. We only received 4 out of 5 stars. Our problem with this is how can this person provide a review for services not rendered. We spoke with Thumbtack thru chat and they refused to remove this review.

Desired Settlement: We would like the review to be removed as the customer did not have services provided by us and therefore cannot give a fully justified review of our services.

Business Response: Initial Business Response /* (1000, 5, 2016/01/06) */ Hello ****, Thank you for reaching out to us through the Better Business Bureau about your concerns. I would like to address these concerns here. We understand it can be very frustrating for our professionals to receive negative reviews. This is especially true for professionals who work hard to maintain good reviews on their profile. At Thumbtack, we believe customers should have the right to leave reviews for professionals not just services provided, but for the overall experience with a professional. This is why we allow customers to leave reviews once a quote has been sent to them from the professional. A review **** not be deleted on Thumbtack unless it is in direct defiance of our Content Policy, which can be seen here: https://help.thumbtack.com?ar=kAXXXXXXXXXBOSw. Maintaining these standards is what gives legitimacy to our entire review system, including positive reviews. We know that there are a number of reasons why customers leave the reviews they do. We also care about the reputations of our professionals, which is why we allow our professionals to respond to all reviews submitted on their profiles. When a professional receives a negative review from a customer, we highly encourage them to respond to the review in a helpful, courteous, professional manner. This type of response shows potential customers that the professional is willing to work with all customers and make things right when a customer feels they have been wronged. It also gives the professional an opportunity to share their story as these responses are public facing. At Thumbtack, we want to be transparent with both our customers and professionals and any decisions made are for the purpose of benefitting both parties. If you or any professional or customer has questions or concerns regarding reviews, our customer support team would be happy to help and may be reached by phone at XXX-XXX-XXXX or email at *******@thumbtack.com. We are always here to help. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX

1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Thumbtack takes your money, promises customers, and it never pans out to actual customers. The company takes your money in order to contact their leads, and it never results in actual customers. They may or may not read your quotes but never hire, reply back. Thumbtack will take the money but you get nothing out of it. They actually called me to ask if I was satisfied with their program and I expressed my frustration at that time. It resulted in a few extra "face" requests, but I have NEVER gotten a new customer, or even heard back from anyone after spending the time to write a quote. For the last three weeks I haven't heard from anyone at Thumbtack or received a new request for a quote.

Desired Settlement: Full refund and never to contact me again

Business Response: Initial Business Response /* (1000, 5, 2015/12/28) */ Hello *******, Thank you for reaching out to us through the Better Business Bureau about your concerns. Due to your desired resolution, we have chosen to address your concerns here instead of via phone. As far as requests are concerned, we send them to our professionals when they are submitted to us by customers. However, if a professional is not receieving requests, it may be due to settings on their profile that are limiting the request flow. Professionals experiencing these issues can go to our Help Center, which is an online resource created to assist our professionals. This can be accessed here: https://help.thumbtack.com/#!:aa:kA1iXXXXXXXJmAJ. Professionals are also always welcome to contact us by phone or email as well, as our customer support team will aid them promptly. We know that it is very frustrating for our professionals when they do not hear back from customers, and this is not the experience we want our professionals to have while using Thumbtack. Professionals may also refer to the Help Center for help on getting hired and showcasing their business. Again, professionals are welcome to contact our customer support team by phone at XXX-XXX-XXXX or email via *******@thumbtack.com. Our highly trained support team will take care of each professional or customer who contacts us. All of these resources have been created because we care about the success of our professionals. We not only want them to use Thumbtack, if it suits their business, but we want them to get hired. Please let us know if you have any other questions or concerns. We are always here to help. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not only have I used your help center, I have talked with one of your "professionals". The service that I ordered, that I was told by your staff would be a boon to my business, is NOT even remotely helpful, and in fact is a huge waste of time to write quotes to ghost, potential customers. I simply would like my money back since this is absolutely NOT the service I was promised. Final Business Response /* (4000, 9, 2016/01/07) */ Hello *******, Thank you for your response. Thumbtack is a channel that allows professionals to target their marketing to the customers they choose. Our goal is to ensure that professionals' information is seen by customers seeking their type of service. This is why we will refund a professional if a customer does not view their quote within 48 hours. Each customer request that is submitted to us goes through a verification process that is both automated and manual. We have also found that 80% of customers come to thumbtack ready to hire. That being said, we encourage all professionals to report anything that looks suspicious. We will carefully look into it as we respect our professionals' time and money and take these type of things very seriously. Though our goal is primarily the introduction of professionals and customers, we also want our professionals to get hired. We know we only succeed if they succeed. This is why we are always happy to speak with professionals, either by phone or email. We encourage any professional who is having difficulty getting hired to contact us. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX Final Consumer Response /* (4200, 11, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is not even a resolution. It is simply a statement about their company. They have made NO attempt at resolution.

1/26/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I was scammed out of $800 by ********* "The Real Writer" ******* who advertises editing services on Thumbtack.com. After completing my first novel I came across Thumbtack.com in October 2012 when researching editors to help towards publishing. Was my first time using the site and had many editors interested in working with me. I settled on ********* ******* as she had skillfully "sold herself" to me advertising herself as enthusiastic about sic-fi and mentoring towards publication. She had 3 5-star reviews who said wonderful things of her. Our agreement was $800 for developmental editing, including structural editing, syntax, grammar, spelling, punctuation, etc. The first $400 was to be paid upfront and final $400 upon completion of editing the full novel that was between XXX-XXX pages at the time. I was to receive a copy of the manuscript with editing marks, one CLEAN COPY with all of the changes made, and a critique. We had agreed on a start date of November 26th and she agreed to completion date of December 10th. The deadline was very important as I was hoping to enter into a writing competition by January 7th. First issue started when ********* set back start date due to her inability to format the document. It raised a red flag as professional editors should have expertise knowledge of all word-processing programs. I had to do this for her. She came up with various excuses to delay starting during the course of our email exchanges though our correspondences were still cordial at that point. I kept in constant communication daily checking to make sure she was working on manuscript as agreed. After numerous apologies and excuses for lack of progress in completing I became very leery of the effort she was putting into working on my book. Return date was pushed back by her several times until I finally received the completed job on December 14th. My fault lies in rushing to send ********* final payment without first completely reading over the manuscript. She had mentioned being burned by clients before and I didn't want to instill doubts that I would do the same to her. But when I started reading through I noticed that the clean copy with the corrections were full of typos. Looked as if the program she was using inserted extra words within words in every sentence of the book from start to finish. I immediately sent her an email bringing this to her attention and she sends me a very vague response as to why my clean version was not edited. She states "Just time for a brief answer, I am at a party. Hope that helps." No. It didn't help. I felt completely duped by that point and in disbelief. But I had paid her in full and wanted to remain calm and cordial in attempt to get her to complete the job to satisfactory standards at least. Did manage for her to attempt to make corrections but again she handed back the manuscript, still with me having to do much more of my own editing to get the manuscript acceptable. Here is a response in an email from her: "I'm sorry if what I sent wasn't what you expected, but I was hired to edit, per the sample I gave you, not just proofread. Had you told me at any point that I wasn't doing as you wished, I would certainly have done something different as I want my clients to get what they need, of course." Although she never offered to make changes to my satisfaction. I reviewed ********* negatively on Thumbtack reflecting my experience which at that point, I realized ********* never had ANY verified reviews. The 5 star reviews she had were initial reviews from friends to get started on Thumbtack. Shortly after my review I noticed 3 more 5 star reviews were added to her profile all with a post date of Jan 7th offsetting the two stars I gave her. Thumbtack refused to address this blatant manipulation of the rating system when I informed them of it. There is proof of at least one other client dissatisfied with *********'s work. Now two years later, I have reason to believe ********* could be using my writing on websites which I'll be contacting counsel on that matter. Thumbtack supports con artists.

Desired Settlement: Not once during the nightmare of using Thumbtack.com for the first time had I ever asked ********* for a refund when she did not complete nor do the requested job to an acceptable level. I assumed she was a con and very skilled in creating an online portrayal of herself as a professional editor, and I took it as a loss. Although I did request for Thumbtack to investigate the mysterious unverified 5-star reviews that turn up every time she is rated negatively by a verified review. To no avail. This is dishonest and manipulative, and very irresponsible of a company that promotes a business that depends on ratings in a customer's decision to book a professional service. I have mentioned this to Thumbtack very clearly, several times with no response or any type of communication on this matter. I was flat out ignored. And due to letting ********* continue to promote herself on the site she is allowed to continue to deceive people. I believe she is either revengefully posting my writings online or using them in some other way, and she could be doing this to others who rate her negatively. I would like for Thumbtack to suspend *********'s website all together. I am also at this point requesting a full refund of the $800.00 I spent on her illegitimate services. Its disgusting how people intentionally seek out others to prey upon. I have since completed more books, but at that time, I was a new writer, having completed my first novel, and my experience is forever scarred dealing with Thumbtack and *********. It should have been a time of celebrating success for me, and instead it was a time of feeling duped, unappreciated, and fearful of retaliation after trusting her with my COMPLETE manuscript, and I would like compensation for all of it.

Business Response: Initial Business Response /* (1000, 5, 2015/12/03) */ Hello ******, Thank you for reaching out to us through the Better Business Bureau about your concerns and for corresponding with our Marketplace Integrity team as well. I am glad that your situation is being handled by one of our experts. At Thumbtack, we expect our professionals to offer quality service and to treat their customers well. Though these types of situations are rare, if a customer has a poor experience with one of our professionals, we encourage them to reach out to us immediately so we can look into the situation. We take these types of instances very seriously and will address them promptly. Our goal is to keep a marketplace where customers and professionals feel safe. Customers and professionals may feel free to contact us at any time if they have questions by calling XXX-XXX-XXXX or emailing us at *******@thumbtack.com. Our highly trained customer support specialists will ensure that they are taken care of. I encourage you to continue to communicate with our team and let us know if you have any other questions or concerns. We're here to help. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 8, 2015/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) In speaking to Thumbtack we discussed my concerns that there are individuals posing as "professionals on their site and thus duping people out of money. In my case they person I had been scammed by via Thumbtack had one other person who had given her a negative review in regards to not receiving the services paid for. Thumbtack's response to this is that they would simply flag the account and therefore allow at least one more person to be scammed by this woman before taking any action, which they were not explicit in what action that may be. Niether did they make the decision to remove the false reviews that she had friends write on her behalf. Their solution is to continue to support con artists and profit from deceiving people through their website. Final Business Response /* (4000, 10, 2016/01/05) */ Hello ******, I assure you we approach situations like these with the utmost concern and care. Our goal is to prevent these cases from reoccurring, and to maintain a honest and safe marketplace for all of our customers and professionals. There are a lot of factors that go into our decision to remove or flag a professional. We know that our actions can deeply affect people's businesses or livelihood, which is why we consider every angle of each individual case. We have a highly trained team here who investigate professional accounts thoroughly before taking action. The professional's interaction history with customers and overall customer satisfaction is just one of the things we look at. In order to protect the privacy of the individuals on our site, the results of cases are not something we can disclose publicly. However, we do take measures to ensure that the appropriate action has been taken. I can see you have been working with one of our agents, and I want to encourage you to contact him with any additional concerns or information you may have on the case. Situations like this don't happen often on our site, but when they do we want to make them right. Please let us know if there's anything else we can do for you. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX Final Consumer Response /* (4200, 12, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to a representative from Thumbtack and my dispute was not resolved. I was told that the scammer on their website is required to scam at least one more person before they would take any action against her. They also did not offer to compensate me in any way. I would like this dispute to remain unresolved so that others can make an informed decision whether to do business with this company with a TRUTHFUL review. Something Thumbtack fails to provide. Their business model is arranged around customer reviews, and for them to allow and protect deceivers who manipulate the rating system is disgusting and completely unethical and people need to have knowledge of this. The online marketplace of today is just about completely review based. Sellers take their reviews seriously as well as customers, considering there is a fine line between receiving what you paid for and getting scammed. Thumbtack has clearly shown how they value the customers that book services through their website with their indifferent attitude and lack of action in regards to my situation. My life has been significantly affected by this, but the profit they made from the $800 fee I was charged, and did not receive a service for, is obviously more important. I encourage anyone who has had a similar situation to speak out and take further action as I intend to do because this is a matter of helping to make the online marketplace a safer and more honest place to purchase and sell services.

1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had 18 jobs sent to us for review and every one of them say the same thing "23hrs/59min left to bid on this" and all of them are locked out. We filled out the form in Feb 2014 and sent our money so we could bid on DJ jobs in this area. We had a lot of jobs and put bids in on 4 or 5 jobs but most of them had "received the max # of quotes". The quotes we sent never resulted in getting the job or even a call or email to inquire about us. We gave up trying to get anything out of this unproductive site and now, from Dec. 6 to the current time we have received 18 new jobs to bid on but they all say the same thing "23hrs/59min to bid before it closes" and it already has the maximum number of bids. That is impossible to have all jobs filled in the first minute they are available. There is no way this is possible with the amount of work that is supposed to be on this site.

Desired Settlement: There are no valid customers, this is just a scam to tie up our computer and waste our time trying to get jobs from this site. We want nothing to do with this bogus business.

Business Response: Initial Business Response /* (1000, 5, 2015/12/16) */ Hello *******, Thank you for reaching out to us through the Better Business Bureau and for speaking with me over the phone. I would also like to address your concerns here as well. In areas where there is a high demand for certain services as well as a high number of professionals, the quoting process can move incredibly fast. Since we only allow 5 professionals to quote on any given request, these requests in these types of areas can reach their quote limit in a manner of minutes. For professionals in this situation, we recommend downloading our phone App as it can make the quoting process much more efficient. Professionals can also have access to their Thumbtack accounts through the App wherever they go. It is also concerning for us when professionals are not getting hired. This is why we have created a Pro Center full of research based articles designed to help our professionals make the most of their dollars on Thumbtack and find success. We know that we do not succeed unless our professionals find success, so we also have a great customer support team that is willing and happy to help our professionals. They can be reached by phone at XXX-XXX-XXXX or via email at *******@Thumbtack.com. We encourage all professionals with questions or concerns to reach out to us as we're always here to help. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They had no explanation of why all fifteen jobs they sent to me had received 5 bids within one minute of being posted despite the fact that some were posted at 2:00am. All of the potential customers were unavailable for me to respond with a bid. If they are allowing the same 5 people to bid on the jobs and lock out all other bids, why bother with this company? Final Business Response /* (4000, 9, 2015/12/29) */ Hello *******, Thank you for replying to our response. I would be happy to address your concerns. In certain areas in the United States, request volume is extremely high, especially for certain types of jobs. In these high traffic areas, customers submit requests at all hours of the day and night. This behavior is most prominent in larger cities. We recommend that Thumbtack professionals in these areas read through the requests that come in and quote on the requests that suit their business quickly. Professionals also have the option to change the settings on their account so that they only receive the requests at the times when they are available to check their account. Professionals can learn how to change those settings in our online Help Center here: https://help.thumbtack.com/#!:aa:kA1iXXXXXXXJlyc. Professionals may also reuse their last quote message, which makes the quoting process much quicker. Instructions on this can also be found in our online Help Center here:https://help.thumbtack.com/#!:aa:kA1iXXXXXXXJm5S. Because we know that there is a learning curve to quoting in high traffic areas, we are happy to help our professionals and guide them through this process. I encourage you and any professional with similar concerns to contact us by phone at XXX-XXX-XXXX or via email at *******@Thumbtack.com, and we would be happy to take the time to speak with you. We are here to help. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX Final Consumer Response /* (4200, 11, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) A "learning curve" does not explain the fact that there is no more than one minute to respond to the opportunity to place a bid on any job. If you look at the original bids placed you may find that one DJ has rigged things so the only bids that make it through to the customers are his. If this is the case, to "talk to your support team" would be a waste of time and money. I don't agree with your practice of limiting your patrons to only one option, that is very unprofessional. The purpose of this business is to offer the customer a variety of choices, not to limit them to the fastest sales pitch. I **** never use Thumbtack to get or give business for any reason.

1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Negative Review left for me without merit. Had no contact with person leaving review. Person left negative review on 12/5/15. Told Thumbtack immediately that I had no contact with person. Spoke with ****************. Asked them to remove Review. They refused.

Desired Settlement: Removal of Negative Review.

Business Response: Initial Business Response /* (1000, 5, 2015/12/30) */ Hello ******, Thank you for reaching out to us through the Better Business Bureau about your concerns. I would like to address these concerns here. We understand it can be very frustrating for our professionals to receive negative reviews. This is especially true for professionals who work hard to maintain good reviews on their profile. At Thumbtack, we believe customers should have the right to leave reviews for professionals not just services provided, but for the overall experience with a professional. This is why we allow customers to leave reviews once a quote has been sent to them from the professional. A review will not be deleted on Thumbtack unless it is in direct defiance of our Content Policy, which can be seen here: https://help.thumbtack.com/?data=BAh7CjoHaWRpBF8otAw6CXR5cGVJIgxhcnRpY2xlBjoGRVQ6CHVybEkiMC9oYy9lbi11cy9hcnRpY2xlcy8yMTMxMzM0MDctQ29udGVudC1Qb2xpY3kGOwdGOg5zZWFyY2hfaWRJIik0NmJkMDQ2Mi04M2QwLTQzNjUtOTRhYi02ODI5OTJlODhlMTYGOwdGOglyYW5raQc%253D2e0ae279e6858cc62fXXXXXae1e71c6567cfc66e#!:aa:kAXXXXXXXXXBOSw. We know that there are a number of reasons why customers leave the reviews they do. We also care about the reputations of our professionals, which is why we allow our professionals to respond to all reviews submitted on their profiles. When a professional receives a negative review from a customer, we highly encourage them to respond to the review in a helpful, courteous, professional manner. This type of response shows potential customers that the professional is willing to work with all customers, and make things right when a customer feels they have been wronged. It also gives the professional an opportunity to share their story as these responses are public facing. At Thumbtack, we want to be transparent with both our customers and professionals and make decisions for the good of both parties. If you or any professional or customer has questions or concerns regarding reviews, our customer support team would be happy to help and may be reached by phone at XXX-XXX-XXXX or email at *******@thumbtack.com. We are always here to help. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thumbtack allowed the customer to leave a Negative/Inflammatory review yet I had absolutely no contact whatsoever with the customer other than quoting a fee in response to a Thumbtack notification. I did not speak with the customer. I did not message the customer. I did not email the customer. I did not perform any service for the customer. I was not hired by the customer. The customer's service date has not even occurred yet. I continue to request that the False/Reputation Tainting review be deleted. Thumbtack has the ability to do this; however, they will not comply. Final Business Response /* (4000, 9, 2016/01/07) */ Hello ******, Thank you for your response. We understand that negative reviews are difficult for any business, and we know it can be frustrating for a professional to receive reviews from customers with whom they have had very little contact. As we have stated before, we want our professionals to be rated for overall experience. This is similar to a customer having the right to review a restuarant that they have entered, but not eaten at. Their experience may still be remarked on even though they have not partaken in the services provided by the business. If we have documented that a professional has sent a quote to a customer through Thumbtack, the customer is then allowed to leave a review. Unless this review is in direct violation of our content policy, this review will remain on the professionals profile. This is to ensure that we have continuity accrosss our site and can be transparent with all professionals and customers. We want our customers to be heard, but we also want our professionals to be well represented. When professionals receive negative reviews, the best thing they can do is respond to the review. These responses will also be displayed on their profile and can be seen by other potential customers. You can learn how to respond to reviews by going to our Help Center at this link: https://help.thumbtack.com?ar=kA1iXXXXXXXJm9Q. We are happy to work with any professional to help them to write a quality response as we want our professional's reputations to be upheld. We encourage any professional seeking help in this matter to contact us by phone at XXX-XXX-XXXX or via email at *******@thumbtack.com. Our highly trained support team will gladly help. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX Final Consumer Response /* (4200, 11, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thumbtack continues to skirt the issue at hand and continues to reiterate the same redundant response. The Review was unfounded and inflammatory. Thumbtack has the ability to remove the the Review in question but refuses to do so. I continue to request that the Review in question be removed as it is defamatory to my reputation which is impeccable as indicated by the other 8 raving reviews I received on the Thumbtack site.

1/25/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: you purchase credits to submit quotes for supposed work/services a consumer is looking to have done. i tried Thumbtack the past few months, have spent at least a hundred dollars or more purchasing credits that i can then use to quote a "consumer" request for repair(s) etc. if the "consumer" you quoted just looks at your quote but does not hire you, you still lose the credits; if the "consumer" does not look at your quote within 48hrs the credits are refunded. however per their site "https://www.thumbtack.com/pros/credits" they do not charge a commission for any jobs you get, but the pay-per-quote fee works to be about 5%-10% of the money you earn from jobs! yet, there has been not one job resulting from the many pay-per-quotes i submitted, but someone always looks at your quote within the 48hrs so i do not even get the credits back on a consistent basis. also per thumbtack they have a systematic method of prescreening "consumers" so they know the leads are legitimate. There are times you submit a quote it is read, but you hear nothing back. my quotes are always generalized, because it is roofing and i cannot quote without a visual of the property. i have gone on three estimates as a result, yet these "pre screened" individuals, do not follow through, do not have the funds readily available, or need more time to make a decision. if pre screened i would assume they are ready and set to go. i also came across this website; http://www.scambook.com/company/reports/XXXXXX/Thumbtack - where thumbtack has various unresolved matters; i also found information on: http://thumbtack.*****************************-XXXXXXXXXXXXXX.html; and i must say this appears to be true! when i didn't quote for a while, i get leads in line with the services i offer, the need would look lucrative, but i'd have to purchase a credit pack of $17+ or so because the quote took 9 credits (the highest amount) to send a quote. i would never hear from that "consumer" again, AND would lose the credits! i chatted with a customer service agent, who offered me 15 free credits and a review of my business to see how they could help me get the jobs. i declined, advising i want a full refund of monies spent on their site, needless to say but i will; i am not going after monies for my time spent driving to these so called leads, nor the fuel expense it took to get there. i also advised the thumbtack customer service rep that i will be closing my account with them.

Desired Settlement: Full refund of monies spent uselessly on credits to quote their "pre screened" consumers, who either were unprepared to follow through, or were just price phishing.

Business Response: Initial Business Response /* (1000, 5, 2016/01/19) */ Hello *******, Thank you for reaching out to us through the Better Business Bureau about your concerns. I would be happy to address your concerns here. We understand that it is extrememly frustrating when professionals are not getting hired. This is not the experience we want our professionals to have. It is true that each customer request goes through a verification process that is both automated and manual. We've also found that 80% of customers come to Thumbtack ready to hire. With that being said, we encourage any professional to report anything that looks suspicious and we will look into it right away. Because we want our professionals to get hired, we have done a lot of research and have created an online Pro Center full of articles that contain information to help our pros succeed. Our Pro Center can be seen here: https://www.thumbtack.com/pros/. Professionals can also reach us our customer support by phone at XXX-XXX-XXXX or via email at *******@thumbtack.com. We are always willing to work with professionals and address any concerns or questions they may have. We're here to help. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX Initial Consumer Rebuttal /* (2000, 7, 2016/01/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) My funds have been refunded.

1/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Unable to unsubscribe from unsolicited emails. I began receiving emails from Thumbtack on the 12th of December of this year, requesting that I rate my satisfaction with a consumer service, Heaven's Best Carpet cleaning. I did not wish to rate this service, and had not heard of Thumbtack, so I deleted the email. I continued to receive emails from Thumbtack, so I returned an email with a request to unsubscribe. I received an email in return with a request from Thumbtack to provide personally identifiable information so that they could unsubscribe me. Not wishing to provide any PII, having not supplied it in the first place, and not having an account, I did not respond. Now I am receiving emails from Thumbtack requesting that I rate services that I've never used. I was shocked to find that they are a listed and somewhat legitimate business.

Desired Settlement: I want my email deleted from Thumbtack's system, and I want to never hear from Thumbtack again.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ Hello ****, Thank you for reaching out to us through the Better Business Bureau about your concerns. I have looked into your situation, and would be happy to address your concerns here. At Thumbtack, we never want to send our emails to anyone who does not wish to receive them. We know that receiving unwanted emails can be frustrating. This is why we are always willing to help anyone who is receiving these emails if for some reason the "unsubscribe" button is not working. I have taken a look into your situation, and have removed you from any and all email lists we currently have. If for some reason you continue to receive unwanted emails, please contact us and we will address the situation promptly and find out why this is happening. We encourage anyone in this situation to do the same as we are always here to help. Sincerely, ***** Thumbtack Support

1/18/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Used the website to find a contractor but contractor was a fraud. We used thumbtack.com to look for a contractor to add a deck to our house. I submitted my search parameters on 9/17/15 and was hooked up with several contractors all of who looked like they were endorsed by thumbtack.com. In fact, the one I went with was Modish Remodeling and he had a "gold" rating which led me to believe they were legit. Turns out this contractor is a scammer, had warrants out for his arrest, and has a history of stealing. We signed a contract on 10/15/15 and paid $2300 (via check). Plans were submitted to our HOA and approved on 11/2/15 and we paid another $595 to Roger for the stain and gate addition that the HOA required and we settled on a start date of 11/16/15 due to some other projects we were having done and he would bring supplies over on the Thursday or Friday prior to. No supplies were dropped off on either day and the contractor called us on 11/13/15 to say he was running behind on a previous project but we bring by supplies the week of 11/16/15 and start the project. The project would be completed before 11/21/15. He never showed up with supplies or to start the project. I called him on 11/20/15 and left a message, no response. I again called him on 11/23/15 and have gotten no response. I did some searching and that is when I discovered his website is full of pictures from other contractors, his address is not legit, and he has warrants out for his arrest, and has scammed many other people out of money. If I hadn't felt like Modish Remodeling was being referred to me by a trusted source, maybe I would have discovered this information sooner or maybe I would not have been led to a dishonest contractor in the first place. Thumbtack sells itself as a resource for hooking consumers up to "experienced" and "trusted" providers which conveys that some background or vetting process has been done. If there is no such process then thumbtack is guilty of false advertisement and lying to people about their service.

Desired Settlement: We would like Thumbtack to reimburse us for the $2895 we lost out on by going with their recommended contractor.

Business Response: Initial Business Response /* (1000, 5, 2015/12/09) */ Hello *********, Thank you for reaching out to us through the Better Business Bureau about your situation and for working with our Marketplace Integrity team as well. I would also like to address your concerns here as well. At Thumbtack, we expect all professionals to maintain a certain standard of work, and when that standard isn't met, we want to know about it. In rare situations like yours, we do all in our power to work with the professional and the customer to come to a resolution that both parties are happy with. Our Marketplace Integrity team handles these communications and will gladly assist any professional or customer who may need assistance. We encourage all Thumbtack professionals and customers to reach out to us if they have any concerns or questions. We can be reached by phone at XXX-XXX-XXXX or through email at *******@thumbtack.com. We're always here to help. Sincerely, ***** Thumbtack Support *******@thumbtack.com XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your resolution assumes that the other party is an actual professional with the means to offer a resolution. In my case, you allowed a criminal access to people and he used that opportunity to scam innocent people. Mediation will do nothing to resolve this type of situation. Final Business Response /* (4000, 9, 2015/12/30) */ We understand that each case is unique, and we take different approaches based on the situation at hand. Our Marketplace Integrity Team here at Thumbtack is trained to handle sensitive problems like this, and we'd like to speak with you more about your experience with this professional and our site. We take things like this very seriously, and would like to continue to work with you and find a solution. Please reach out to us at your earliest convenience. We're here to help.

1/15/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: Leads are not vetted properly I have attempted to work with Thumbtack leads throughout the last 2 years, and I am polite, congenial, and have taken all of the steps needed to work within their framework. Approximately 5% of the leads they offer actually reply back. They mentioned that leads are vetted, however I do not believe this. At best people are price shopping and under usual circumstances, they are not serious. I feel cheated out of my money for the leads offered, and would like 95% of the money I've spent on the service returned to me. I've spent on average about $50-$150 a month on this service and it has not been fruitful in the least.

Desired Settlement: I feel cheated out of my money for the leads offered, and would like 95% of the money I've spent on the service returned to me. I've spent on average about $50-$150 a month on this service and it has not been fruitful in the least.

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ Hello *******, Thank you for reaching out to us through the Better Business Bureau and for speaking with me over the phone about your concerns. I am glad we were able to come to a resolution that you were happy with. I would also like to address your concerns here as well. We know it is extremely frustrating for professionals when they are putting effort into using Thumbtack and are seeing little to no results. This is not the experience we want our professionals to have. We want our professionals to get hired by quality customers. This is why each of the requests submitted by customers goes through a verification process that is both manual and automated. Also, if a customer does not view a professional's request within 48 hours, the professional is refunded. With all this being said, we encourage each professional on Thumbtack to report anything that seems suspicious and we will look into it right away. As I said above, we want our professionals to get hired. We know that we will not succeed as a company unless our professionals meet new customers and find success. This is why we have created a Pro Center complete with research based articles to help our professionals present their business in the best way possible. This Pro Center can be seen here: https://www.thumbtack.com/pros/. We also have excellent customer support specialists available and willing to help our professionals by phone at XXX-XXX-XXXX. They will take the time to ensure that each professional is taken care of. We encourage any customer or professional with questions to feel free to contact us. We are here to help. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX

1/14/2016 Problems with Product/Service | Read Complaint Details
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Complaint: This company sells bogus leads with no client contact information. This company sells bogus leads without complete client information. Most of the clients never even viewed my bid offer, company refused a refund. I purchased 30 credits for $35.10 I used them to give quotes to clients that offered no contact information and clients who never reviewed my offer. I called in after 24 hours of service to let Thumbtack to know that most of the leads if mot all and I wanted a full refund since there is no contact information on any of them. Which does not qualify these credits as an actual lead. I want a full refund and my profile has been deleted so I basically got nothing for my money. My profile should have stayed up at least to see if my credits went anywhere but they just took all my money and ran. This company is just a big scam that sells bogus leads.

Desired Settlement: I want a full refund. $35.10 I said I want my profile deleted but at least after the credits I paid for had run their course, instead they deleted my profile in less then 24 hours and my credits are gone!!!! And so is money.

Business Response: Initial Business Response /* (1000, 6, 2015/12/16) */ Hello ****, Thank you for reaching out to us through the Better Business Bureau and for speaking with me over the phone about your concerns. I am glad that we were able to come to a resolution that you were happy with and I enjoyed speaking with you as well. We understand it can be very frustrating when professionals do not hear back from customers. This is not the experience that we want our professionals to have. I want to assure you that each request that is submitted through Thumbtack is put through a verification process that is both automated and manual. That being said, we encourage all professionals to report anything that looks suspicious and we will look into it right away. We do not allow fake requests on our site as we want our professionals to get hired and know that we are not successful unless our professionals find success. This is why we have an area on our site devoted to the success of our professionals, complete with research based articles, called our Pro Center. We encourage all Thumbtack professionals to visit this Pro Center here: https://www.thumbtack.com/pros/. We also have a highly trained customer support team that is ready to help any professional. They may be reached by phone at XXX-XXX-XXXX or email at *******@thumbtack.com. Please let us know if you have any questions or concerns. We are always here to help. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX

1/8/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Receiving continual emails and the unsubscribe is not functional. I have tried to unsubscribe several times on different days. I am unable to subscribe from continual emails. The unsubscribe link takes you to a disfunctional area.

Desired Settlement: want to be removed from the company's email list.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ Hello ****, Thank you for reaching out to us through the Better Business Bureau about your concerns and for speaking with me over the phone as well. I am glad we were able to get your email removed from our system as you requested. We know that with any website, there can be glitches, and things like this can sometimes happen. We encourage any professional or customer to please contact us directly if they are experiencing account trouble, such as receiving too many emails, and are having difficulty correcting these troubles on their own. We will quickly look into the issues and sort them out. If you have any questions or concerns, please contact our customer support at XXX-XXX-XXXX or via email at *******@thumbtack.com. We are here to help. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX Complaint Response Date bumped because: Holiday

12/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Thumbtack leads are false, many don't have a phone number the ones that do and I call say I have a wrong number! Thumbtack refuses to refund me. The leads thumbtack makes me pay for are not real customers and don't have phone numbers 90% of the time the ones that do say I have the wrong number when I call I need a refund for false service..

Desired Settlement: Refund of money spent on fake leads, or credit on the account and fix this problem in your system so all leads have correct contact information

Business Response: Initial Business Response /* (1000, 5, 2015/12/08) */ Thank you for reaching out to us about this. We know that when you're running a business every dollar counts. I'm glad I was able to talk to you over the phone about this situation. It's great that one of our representatives was able to work with you and refund the credits you used for this quote. It's important to us that professional's credits are well spent. If you ever come across a similar situation, please feel free to reach out to us. Your success is important to us and we're here to help.

12/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Will not post a complaint against a business they advertise for. We hired Picture this Photography to photograph my daughter's wedding at the recommendation of Thumbtack. There were many positive reviews of this business on Thumbtack. The wedding was January 10,2015. The vendor pushed for an immediate review from us which was posted the day after the event. The service was relatively positive at the time. They did show up to do the photography. It has now been 10 months since my daughter's wedding and neither the CD containing high resolution pictures nor the album has been delivered. A follow up review was posted to thumbtac, which they have refused to post. Initial contact with Thumbtack was a posture of concern, but that faded quickly. They are attempting to do nothing to correct the problem with a service they recommended and refuse to post a legitimate complaint. A complaint is posted against Picture this photography by me #XXXXXX

Desired Settlement: Deliver the CD and photo album. If the photos have not been edited properly as promised, then provide editable copies,.

Business Response: Initial Business Response /* (1000, 5, 2015/12/08) */ Thank you for taking the time to reach out to us through the BBB. We expect all professionals to maintain a certain standard of work, and when that standard isn't met we want to know about it. We take complaints from customers very seriously. We expect the businesses to fulfill their agreements and provide the services they were paid for. We have a team of representatives who are highly trained at handling these kinds of situations, so we work with both parties to reach a resolution that works for everyone. Please reach out to us at your earliest convenience so we can get you in contact with someone who can help. We're always here to help both customers and professionals, and we want to assist you with this issue.

12/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Account charged multiple times but no credits applied to account Yesterday tried to send multiple quotes but regardless the form of payment even for PayPal. The site kept saying form decline something needs to be fixed in previous page yet there was no previous page. ME BEING ME I CHECKED MY ACCOUNTS AND SURE ENOUGH I HAD MULTIPLE CHARGES FROM THUMBTACK ON MY ACCOUNT. Yet they say transactions was declined and did not process. Sent a email yesterday it's 1:30p and I had not received a response so I decide to call in to customer service. **** pulled up my account and found my email. Said she will send over to the bug department and get back to me. Waiting to here back about my refunds.

Desired Settlement: I would like to be refunded the multiple charges that went to my card. as well as credits added to my account for the problems I have dealt with because I spent time to send out quotes for gigs and that time was wasted and unused because of problems with the website

Business Response: Initial Business Response /* (1000, 8, 2015/12/09) */ Thank you for reaching out to us about this issue. It's important to us that payments are processed correctly. I'm glad I was able to speak with you directly and ensure this issue was resolved. I hope the troubleshooting steps I provided will help you in the future. If there's anything you have questions about, such as writing a winning quote message or filling out your profile, please feel free to reach out to us. Your success is important, and we're here to help.

12/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Thumbtack has deactivate my page without cause, and has treated me like garbage on the phone. This has really disturbed my business operations. I opened an account about a year ago under my former business name Boss Leap Global, and about 30 days ago I legally changed the business to Cultivation Worldwide. Thumbtack themselves helped me transition the old profile into the new. I continuously received 5-star ratings from my clients, and had a decent lead-closing history. However, out of the blue I received a call from a new client that they can no longer find me in Thumbtack, and when I reviewed I learned my account was deactivate for no sustainable cause. When I finally got a hold of the gentleman who made the decision to close my page, he advised that it was due to associated services to an another client account. Mind you, we no longer provide services to that client, nor do we offer same services. Our history with thumbtack has been great, without one single client complain. When I asked ****** for proof of any association or to explain his reasoning, he was unable to do so, and refused to talk to me further. I have spent significant amount of money with Thumbtack, and have referred many clients to them from my consulting services, and now I am being retaliated on because a former client of mine decided to terminated their operations with Thumbtack. This is unfair and unfounded. I need this matter resolved ASAP. I want my account reinstated and with all my positive reviews. I also want to see who will be responsible for all the reviews I have lost since then. This has cost me a financial strain in my business and personally.

Desired Settlement: I want my page reinstated with all my reviews from both ********************@gmail.com and ****@cultivationworldwide.com. I also want a written apology from ****** for the way he has targeted my company and for his unjust deactivation of my page without doing the proper due diligence. My company has not violated any of their regulations, and have a phenomenal track record from clients.

Business Response: Initial Business Response /* (1000, 5, 2015/11/25) */ We appreciate you reaching out to us through the BBB with your concerns. I attempted to contact you but we weren't able to connect, so I'd like to take this opportunity to address your concerns here. When we make the decision to remove a service from Thumbtack, it is not made lightly. It's based on different factors which we take into consideration. Thumbtack maintains the right to remove any professional from our site if we believe they have violated our terms of use in some way. I understand how frustrating it would be to not be able to know the information that this action was based upon. Thumbtack needs to be able to maintain a safe and honest marketplace for everyone, which is why we don't make public the kind of things we look for when deleting accounts. If you have any additional questions about this situation, please feel free to reach out to us. We're here to help.

12/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: They did not explain the services honestly, it's a scam I have a great reputation and do not want to be associated with this scam, I want a refund Yesterday I spoke with a Rep she explained the process completely different then what the company does, I do not want to be associated with this company it has a very bad reputation of being a scam and I do not want customers to see my information on their website. I called the company this morning and the Reps just laughed at me and gave me a hard sell why this is a great company and refused to refund my money. I have the names of the reps *********************************** They work at a service center in Salt Lake City. They just take people's money do not fully explain how the process works and all I know is I am out money.

Desired Settlement: I have read 164 complaints with the BBB and I will be 165. They had terrible reviews and they are not assisting the community they are hindering it and should be shut down

Business Response: Initial Business Response /* (1000, 5, 2015/11/18) */ Thank you for reaching out to us through the BBB about your concerns, and for discussing them over the phone as well. I am glad we were able to come to a resolution that you were happy with. I would also like to take the time to address your concerns here. I apologize for your negative experience with our agents. We strive to be as helpful as we can to our professionals. We know that communication and transparency between Thumbtack and professionals is vital, and we are thankful for the feedback on how we can improve moving forward. I know how discouraging it can be to research a business and find negative reviews online, however it's important to remember there are so many other people who have had amazing experiences as well. We have helped thousands of professionals over the years, and for many we are a truly irreplaceable part of their business. That being said, it's up to each professional to make their own decision on whether or not Thumbtack is a marketing avenue that will work for their company. We encourage all professionals to reach out to us with concerns or suggestions. It's important to us that professionals are successful on our site, and we're here to help them along the way. Please feel free to contact us if you have any additional questions.

12/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Unethical non-disclosure of the full terms and conditions of doing business as a listed professional service provider I own a small remodeling business. I stay busy with word of mouth and referrals, but occasionally there are windows of time in which I seek the help of sites like Thumbtack to give some fill in work between bigger projects. Recently, I've ramped up the use of their site, and have been frustrated. I made proactive changes, invested time into my profile, followed their tips for generating greater success, etc, but I have not achieved any notable success. I've wasted a tremendous amount of time and energy on a service that has not performed for me. After a little research, turns out I'm not alone. Precisely like the photography complainant who posted to this same BBB site on August 26, 2015, I have only been hired twice through Thumbtack, and every other lead has been a wasted effort. I'm left to assume that it is "wasted" because I have no proof otherwise, and Thumbtack is unable (or unwilling) to provide their paying professionals with any proof to the contrary of that claim. Up to 5 professionals will receive a lead from an alleged potential customer. If one professional out of the 5 is "hired" by the customer, Thumbtack does not notify the other 4 that the lead is closed. This results in additional communications and follow-ups being sent by professionals to dead leads. This is never disclosed in their terms of use, nor is the lack of notification to the professional of the lead having made a sale decision disclosed. These are both critical pieces of information to which the person paying for their service is entitled. To compound the issue, Thumbtack has no assurance measures offered to the professional that the leads are indeed genuine, organic leads. This precludes the possibility that Thumbtack may possibly be sending their own leads out to any market. While this is unlikely, Thumbtack offers no transparency of the process to the end consumer (the professional) to ensure that it is beyond possibility. This is of a significant ethical concern to the general consumer populous, and should be of a concern to consumer protection and government regulatory agencies alike. Their historical response to this concern, as reflected on this BBB site, is a refund of their charges to the professional... except in my case. All of the other lead sites out there, Homeadvisor.com Porch.com, RedBeacon.com all tell you that if the service doesn't work for you, they'll give your money back. Thumbtack doesn't want to play fair. Adding to their list of nondisclosure of pertinent business that the public is entitled to, they updated their terms of use agreement on July X XXXX, during which time I was actively signed up for their service. I received no notification of this update. I can not find any email disclosing this change. I brought these concerns to Thumbtack. They stated that their policy is to not offer refunds of their service, despite my pointing out that my concern is almost exactly identical to the August 26th complainant who was offered a full refund. Thumbtack said there were mitigating circumstances in each case, but would not state to me what the circumstances were in my case, despite being asked directly for those claimed circumstances. Thumbtack's response was essentially that "If we give you a refund, we will have to give everyone a refund" (paraphrasing) but accurately so. Touche. Perhaps everyone deserves that very thing from Thumbtack. If Thumbtack can't be transparent with their purchasing clients, doesn't fully disclose the terms of doing business with them, does a poor job of explaining their product to their professionals and do not offer refunds to the dissatisfied (few?), then perhaps Thumbtack shouldn't be in business at all. Did I mention that the refund was only $130? Because I mentioned it to them, that the payroll they'd expend dealing with yet another BBB claim would only add to the loss of the situation... It just doesn't make sense what has happened here. I'm still dumbfounded.

Desired Settlement: My initial resolution proposed to Thumbtack, while in the confidential confines of communication within their company, was simple: a refund of my investment of $130 with them. They offered me a refund of $18 instead, but proof to the point that they do indeed violate their own "no refunds policy" inconsistently, and only when / how they want to. Unsatisfactory. Since my time is worth money, and since I've had to invest further time pursuing that money, I am now requesting a refund as well as further compensation in the form of recompense for the delinquent transparency that Thumbtack owes to the general public. I therefore charge Thumbtack with the ethical duty to respond publicly to the following questions, in the shared mutual interest of transparency with the consumer populous of America who has paid for their services, as well as the people utilizing their service on the recipient end: 1) When a lead views the quotes from a group of professionals and doesn't respond to any of the quotes, and doesn't hire anyone, and no one who has paid for the Thumbtack referral service gets a sale from their paid exposure as a result, A) Has Thumbtack provided any real, tangible "service" to the payee? and B)Why doesn't Thumbtack offer a refund, partial credit, or at the very least notification to the person paying for the service so they don't continue to pursue the lead? 2) Why do they not disclose these risks in their terms of use as a condition of doing business with their site? Paying professionals have the right to know that their money has the potential to be completely wasted on their service. The people purchasing their service are business owners, and their money spent with Thumbtack is an investment into their business. "Advertising is a risk" is their answer to this, but the problem with that answer is that non-disclosure of a known significant financial risk to any group of investors is fraud. A total loss of investment, by definition, is considered significant financial risk, despite the fact that it's only a few dollars per transaction. A few dollars per lead, multiplied by a few thousand leads per day, multiplied by a few hundred thousand leads per month... When you fail to disclose risk on that large of a proliferating financial scale, now we're talking extortion. Just because it's only a few dollars at a time doesn't make it any less illegal, or any less ethical. 3) Why was I denied a refund, despite having my concerns legitimized by their own customer support staff? Despite referencing other consumers with the exact same qualms on this exact same site? Furthermore, I would very much like to know what the specific mitigating circumstances are relative to my case that caused that denial of my refund? 4) What criteria are used to decide who receives a refund and who does not? Since your stated policy is no refunds, but then you publicly recant on the BBB site and offer gracious refunds to specific people, in the interest of nondiscrimination please explain how you arrive at these conclusions. More specifically and perhaps more applicably, what deemed the female photographer with a similar story to mine worthy of her refund, and deemed me ineligible for like treatment? 5) Are there any other non-disclosed policies of choice, or situational ethics that violate their own terms of use under which Thumbtack operates that they would care to divulge to the consumer public? 6) What policy changes will be implemented to create transparency to the end consumer in this questionable profiteering structure moving forward? 7) Would Thumbtack be interested in debating these questions publicly with me on a larger platform than the local BBB? And finally, a question for everyone... Am I the only one asking these questions of businesses like Thumbtack, or are there others out there wondering these same things? How hard would it be for us to find each other?

Business Response: Initial Business Response /* (1000, 8, 2015/11/12) */ We appreciate you taking the time to reach out to us through the BBB about your concerns. I'm glad we got a chance to talk on the phone and discuss this situation. I'd like to address each of your questions in order, and help you better understand Thumbtack as a business. Thumbtack is an advertising and introductory service. Professionals pay a small fee to get their information in front of customers, similar to a TV advertisement or radio broadcast. While it's not guaranteed that every person who views the ad is going to pursue it, Thumbtack is a way to directly market your business to people who are already actively looking for someone to hire. We give customers the option to indicate if the status of a project has changed. It's up to the customer to notify us and the professional if they no longer need the service. When customers don't view the quote within 48 hours, the professional will be automatically refunded because an introduction wasn't made. Our terms of use covers Thumbtack's right to charge fees for transactions and for services rendered. Every person on Thumbtack has agreed to these terms of use. As you have stated, there is implicit risk with every kind of marketing and investment. Professionals have the freedom to choose how much money they want to use on advertising on our site, and the investment they make is in their own business. Thumbtack credits never expire, and there isn't an obligation to respond to the requests that we send you. Different forms of advertising work for different companies, and we have the tools available to help new professionals understand the site and how it works. It's important that professionals make the educated decision on which marketing channel will best benefit their business. Our customer support agents strive to be understanding and empathetic of professional's concerns. Each support agent has been trained on Thumbtack's policies, and know that all transactions are final. As we had discussed on the phone, we realize there were some inconsistencies in the answers you were given and we're using this as an opportunity to improve and create a better experience for pros in the future. Refunds on the BBB are done on a case by case basis as every situation is different. When a professional submits a complaint, we try to address and resolve their concerns. Details of specific complaints are private between Thumbtack and the individuals who bring their concerns to the BBB. We do our best to reach a resolution that best fits each case. Individuals agree to Thumbtack's Terms of Use when they sign up on the site, and our internal policies correlate with what is outlined in our Terms of Use. Thumbtack values transparency in all aspects. We're always working on ways to educate professionals and customers on how Thumbtack works. Any changes we make will always be to improve and create the best experience possible for everyone on our site. We respectfully decline your offer to debate these questions, as we feel that the BBB is a sufficient channel to publicly address professional's concerns. Thank you for the feedback you have given us. I appreciate your understanding about how quickly Thumbtack is growing, and we want to continue to make changes that are in the best interests of our professionals. We know that the best way to improve is by implementing suggestions made by experienced business owners. Please let us know if you have any additional questions about our site; I'd be happy to speak with you again. We're always here to help.

12/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I gave a vendor a $100 deposit for services she agreed to provide months before an event. She never showed up to the event or refunded me my deposit. I had booked a special Henna artist to provide traditional wedding henna for me (the bride) and my bridal party. I gave her a $100 deposit in which she cashed under the agreement that she would attend the event and provide the henna services. On the day of the event-myself and the bridal party were all dressed in our wedding clothes with people traveling as far as europe to receive this henna art for the wedding. The artist never showed up-she never returned my multiple phone calls. She emailed me late in the evening after everyone had left. In her email she simply noted that she forgot. She has yet to refund me the deposit. I have emailed her asking for it multiple times and she has completely disappeared. My belief is that she is a fraud-in connection with an online company that employes scam artists.

Desired Settlement: My $100 deposit refunded to me.

Business Response: Initial Business Response /* (1000, 5, 2015/11/16) */ I'm very sorry to hear about your experience with this professional. Things like this don't usually happen on Thumbtack, but when they do we do what we can to make it right. We attempted to reach out to you so we could discuss this situation in more detail, but we weren't able to connect with you. We want to do all we can to protect the trust and safety of our customers and professionals. We have a team of agents specially trained to handle these situations. They'd love to speak with you more about your experience with this pro. It is very important to Thumbtack that the professionals that work through our site are honest and reputable. On the rare occasion there is a problem, we expect them to take care of the customer in a friendly and professional manner. Thank you for bringing this matter to our attention. We never want this to be the experience you have when using Thumbtack, and we appreciate the opportunity to get this situation taken care of. We hope you will be in contact with us so we can move forward with resolving the issue. We also encourage all professionals to contact us with any questions or concerns. We are always here to help.

11/27/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: The company takes your money and there is little to no response to leads. They will always read your quote but never hire, reply back. The company takes your money and there is little to no response to leads. They will always read your quote but never hire, reply back. I had 1 that replied. I had about 10 quotes but nothing. Thumbtack will take the money but you get nothing out of it. They need to make it were you pay only if you get the job not pay to quote something then loose it when they look at it. I want a full refund back. I want the company to get a full review from the BBB and shut it down.

Desired Settlement: Full refund

Business Response: Initial Business Response /* (1000, 6, 2015/11/24) */ Hello **, Thank you for reaching out to us through the Better Business Bureau and for corresponding with me via email about your concerns as well. I am glad that we were able to come to a resolution that you were happy with. I would also like to address your concerns here as well. At Thumbtack, our goal is to allow professionals to get their information in front of the customers they choose to market to. Each professional can read through customer requests, decide which customers suit their business best, and send quotes to those customers. Because this initial contact is so important to us, we will refund a professional for a quote if the customer does not view it within 48 hours. We know it can be discouraging when customers do not respond. This is why we have a set of research based articles in our Pro Center that each Thumbtack professional can reference, complete with tips to help professionals to get hired and find success. Our Pro Center may be found here: https://www.thumbtack.com/pros/. Likewise, we have a well trained customer support team who are happy to help our professionals find success. We know that we do not succeed if our professionals are not getting hired. We encourage each Thumbtack professional to reach out to us with their questions, concerns, and suggestions. We are always here to help and want our professionals to find success. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX Initial Consumer Rebuttal /* (2000, 8, 2015/11/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have been refunded my money.

11/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Company charges for leads and nothing happens. Half of the leads don't read the quotes and they do not return the money. I have been on this site for not that long and have not received any leads. In each case I have added information and nothing is shown for it. Nobody has gotten back to me and I have sent items to over 20 people. That doesn't make any sense to me. I think this site is a scam. I want my money back as I am wasting my time and money. Also some people haven't even looked at my quotes and they say they will return the money and never do.

Desired Settlement: I would like a refund of all my funds from the site. No one has responded and I don't think any of the people are actually even real. I've offered extremely low prices and no response. Plus you charge when someone doesn't use the service which means that regardless you make money and the sellers don't.

Business Response: Initial Business Response /* (1000, 5, 2015/10/14) */ Hello ******. Thank you for reaching out to us. I am very pleased we had a chance to talk over the phone and come to a resolution that you were happy with. We know how frustrating it can be when professional are working so hard and do not hear back from customers. That is not what we want to happen. While we can not guarantee that professionals will get hired every time they send a quote, we want everyone to find success while using our site. We have an exceptional customer support team that anyone can call to help find ways to make Thumbtack work for them. We also have many online resources in our Pro Center that professionals can read and learn from. Our Pro Center can be found by clicking on this link here: http://bit.ly/TTprocenter. Thank you again for giving me the chance to talk to you directly. Please let us know if you have any other concerns or questions. Sincerely, ****** Thumbtack Support *******@thumbtack.com ************ Initial Consumer Rebuttal /* (3000, 12, 2015/11/17) */ I heard back from Thumbtack and they offered some suggestions to make to my file. They even offered to give me credits once the changes they suggested were made. I made most of the suggestions and received partial credit. Since making the changes I still have not received leads. I have only 1 sale that was made before the changes as suggested by Thumbtack. I have made other complaints in reference to the system where I made a quote and a identical quote was listed again by someone. I believe they need a tighter system because some of the people could be people offering quotes through Thumbtack as well. I will make the other necessary changes and wait to hear from them again. Final Business Response /* (4000, 14, 2015/11/18) */ Hey ******, Thank you for reaching out to us via email and the BBB. I'm glad I have been able to talk with you and help resolve your concerns. We care about our professionals and want them to be successful. If you or any of our professionals need any assistance feel free to call us at X-XXX-XXX-XXXX or email us at *******@thumbtack.com. We are here to assist everyone on our site with any concerns that you might have. ****** Thumbtack Support XXX-XXX-XXXX *******@thumbtack.com Final Consumer Response /* (2000, 16, 2015/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have communicated back to me with options to consider and complete. They have also funded me some credits in order to see if the changes that they suggested will work.

11/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This company is practicing unlawful buisness tactics and preying on people to spend money immediately. I SET UP AN ACCOUNT WITH THUMBTACK....I HAD THE ACCOUNT FOR ABOUT THIRTY DAYS...I ORDERED ABOUT 300.00 WORTH OF NEW ECO FRIENDLY PRODUCTS...I ALSO WANTED TO NAVIGATE MY WAY AROUND THE THUMBTACK WEBSITE TO TRY AND FIGURE OUT HOW EVERYTHING WORKS BEFORE I START TO BID ON A JOB...LOW AND BEHOLD I GET AN EMAIL FROM THUMBTACK SAYING I NEED TO DO A BACKGROUND CHECK...HMMMM..I WAS CONFUSED BECAUSE MY GIRLFRIEND USES THUMBTACK AND SHE NEVER WAS ASKED TO DO THAT. I ADDRESSED MY ISSUES WITH THUMBTACK ON THEIR FB PAGE AND THEN I GOT OVER 75 RESPONSES TO MY COMPLAINT IN MY INBOX FROM PEOPLE THAT USE THUMBTACK AND THEY SAID THEY WERE NEVER ASKED TO THAT. SO I FILLED OUT THE BACKGROUND CHECK INFO AND IM STILL GETTING EMAILS FROM THUMBTACK ASKING ME TO UPLOAD PERSONAL DOCUMENTS THRU THE WEB...WHICH IS A NIGHTMARE CONSIDERING THE FRAUD THAT TAKES PLACE FROM UPLOADING PERSONAL DOCUMENTS ON THE WEB. I CALLED CUSTOMER SERVICE AND I WAS TOLD THE REASON WHY I WAS ASKED TO DO A BACKGROUND CHECK IS BECAUSE I NEVER SPENT ANY MONEY ON ANY CREDITS. I FIND THIS TYPE OF BULLYING TO BE DISCUSTING AND DISPICABLE TO SAY THE LEAST AND VERY DISSAPOINTED WITH THUMBTACK AND I HAVENT EVEN GOT THE CHANCE TO USE THEIR SITE FOR MY BUISNESS.

Desired Settlement: Im seeking to find out why they are randomly doing this to me. And why would they ask people to upload personal DOCUMENTS on a website that no one knows anything about. No one feels comfortable uploading a drivers liscence on a random website. I think thats kinda creepy...

Business Response: Initial Business Response /* (1000, 5, 2015/11/02) */ Hello *******, Thank you for reaching out to us through the Better Business Bureau and for speaking to me over the phone about your concerns. I am glad that we were able to come to a resolution that you were happy with and that I could answer your questions. I would also like to address your concerns here. Recently at Thumbtack, we have begun to randomly select Thumbtack professionals for background checks. These checks are in addition to the U.S. Department of Justice check which all professionals on Thumbtack are put through. We have done this in order to make Thumbtack safer for both customers and professionals. As stated above, professionals are selected for this background check randomly and more professionals may be asked to take the background check in the future. We encourage any professional with questions concerning this matter to reach out to our customer support team here at Thumbtack either by email at *******@Thumback.com or by phone at XXX-XXX-XXXX. We are happy to help and want both our professionals and customers to feel safe. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX

11/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Thumbtack charges upfront, for many leads that are not accurate, not actually interested in services or are mis-categorized. My small business began advertising on Thumbtack in May of this year. I've had issues with people being able to review my services with the link provided. In addition, I have spent HUNDREDS of dollars and seen absolutely nothing in terms of hits. Many times, I am one of few quotes and am not contacted by the clients. The information they provide is not detailed enough, it is insufficient to be able to give an accurate or honest quote up front. While I do not expect to book every job, the leads I receive beyond this site usually end up in at least a call back if not a booked job. Some jobs I have responded to were frauds, and removed, but many people are simply trying to get a number over the internet with no obligation. On the dime of the small business owner. I'd like a good faith refund for some of the monies I've had to spend to learn an expensive lesson about this type of website marketing. It simply doesn't work when the people requesting estimates do not have skin the game.

Desired Settlement: I request some kind of refund for the hundreds of dollars I have spent on false, inaccurate or not interested clients. It is also nearly impossible to get through to someone on customer service. I'd like to speak with someone directly about this issue.

Business Response: Initial Business Response /* (1000, 5, 2015/10/27) */ Hello ****, Thank you for reaching out to us through the Better Business Bureau about your concerns. I have attempted to reach you by phone and email as I would love to speak with you about these concerns and see how I can help. I will also address them here. We understand that it can be very frustrating when professionals are not hearing back from customers. This is also frustrating for us as we want to see our professionals find success. Thumbtack works as a targeted marketing system which allows professionals to send quotes to the customers they choose to quote to. If a customer does not view the quote within 48 hours, the professional who submitted the quote will be refunded. We have also found that 80% of customers come to Thumbtack ready to hire. Because we want our professionals to grow their business through Thumbtack, we have taken a lot of time to put together articles that can help our professionals get hired. These articles can be found in our Pro Center here: https://www.thumbtack.com/pros/. The information in our Pro Center is based on research that we have done on our most successful professionals. We also have a well trained customer support team that is prepared to help any professional looking to find more success. Please feel free to contact our customer support via phone or email. We would love to speak with you and help you to make Thumbtack work for you. Sincerely, ***** Thumbtack Support XXX-XXX-XXXX *******@thumbtack.com

11/3/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Company is sending leads without proper information and are fake leads The company has provided leads with no names and too many that are reflecting after purchase as "doing self or hiring a friend". I have attempted to simply have Thumbtack refund my credits and move forward. A total of 14 credits is all I had asked for. The representative who contacted me regarding my request was combative and only maintained a party line and would not admit to the improper nature of their leads in question. Real names were not given on the leads and my pointing that out only brought me more ridicule from their representative.

Desired Settlement: I expect to have the 14 credits that I was charged for these two leads credited and another 50 credits for the abusive treatment and the dishonorable business practices shown by Thumbtack in these two instances.

Business Response: Initial Business Response /* (1000, 5, 2015/11/02) */ Hello ***, Thank you for reaching out to us Through the Better Business Bureau and for speaking with me over the phone as well. I am glad we were able to speak and come to a resolution that you were happy with. I would also like to address your concerns here. I can understand your concerns and want to assure you that all requests submitted through Thumbtack go through a verification process that is both automated and manual. We do not allow fake requests on Thumbtack, and if such a request is found, it is deleted and any professionals who may have quoted on that request are refunded. Though we have this verification process, we encourage all professionals to report any requests that seem suspicious and our team will look into them carefully. If you or any other Thumbtack professionals have questions, I encourage you to reach out to our customer support team who is trained to be very helpful. You may reach them by phone at XXX-XXX-XXXX or email at *******@Thumbtack.com. Thank you again for reaching out to us. I wish you the best of luck with your business. Sincerely, ***** Thumbtack Support XXX-XXX-XXXX *******@Thumbtack.com Initial Consumer Rebuttal /* (2000, 7, 2015/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) ***** is a great asset to Thumbtack. I appreciate her dealing with me in a positive manner. I consider the case closed

11/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Thumbtack profits from academic fraud I'm a professional writer who signed up for Thumbtack because the company advertises itself as a source of legitimate projects and leads fro professionals, including writers. After I signed up, I was appalled and dismayed to receive notifications about many, many projects in which the potential "clients" were students seeking a professional writer to aid them in committing academic fraud. In the week or so since joining Thumbtack, I've received emails about requests for about 20 projects involving academic fraud. Here's just one of many, many examples. I received an email stating that "******** in *********, NV was seeking a writer. Here's the summary of the job: "An MBA level term paper (12 pages) on "A Management Analysis of a Manufacturing Company and its Leadership" MBA level term paper. APA citation style required. **You may write on any U.S. Manufacturing Company of your choice. **I have the required outline for this paper." Here's a request for an academic writer from "******." in **********, **: "I have to write a narrative essay about one single event in my life It has to be a XXX-XXXX words, word processed, double-spaced. Font is 12pt times new roman and the margins is 1 inch all around." As a professional writer seeking leads for professional writing projects, I was dismayed to find my inbox flooded with requests from Thumbtack to help others engage in academic fraud. I am appalled that Thumbtack allows, encouraged and profits from such dishonest, sleazy and unethical practices.

Desired Settlement: I would like Thumbtack to change its business practices and screening of clients to stop perpetuating academic fraud. I would like Thumbtack to publicly craft and publish on its website a statement on its policy on academic fraud, its efforts to weed out customers intending to perpetuate academic fraud, and a process by which professionals who receive emails about a fraudulent project can report it to get it removed from the system immediately.

Business Response: Initial Business Response /* (1000, 5, 2015/10/01) */ Hello *******, Thank you for reaching out to us through the Better Business Bureau about your concerns, and for speaking with me via email. I would also like to address these concerns here. We do not allow customers to request help with academic fraud on Thumbtack and it is against our terms of use. If a customer is found to request these services, their request is immediately deleted and they are removed from our site. We encourage all professionals to report any request that seems suspicious and we will look into it right away. We are currently working on improving our request forms to clearly differentiate between a customer's request for professional writing services and writing tutoring. This will help to expose those requests for academic fraud and help our customers to better request the services they are looking for that are allowed on Thumbtack. Again, I thank you for reaching out to us as your input really does help our site to improve. Please let us know if you have any further questions or concerns. We are here to help and love to hear from our professionals. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate Thumbtack's efforts and communicativeness, but I just received another "job lead" involving academic fraud last night. I wish Thumbtack would hand screen its academic writing requests before they go live. It would take very little time to do so and would ensure that Thumbtack isn't aiding and abetting academic fraud. Also, when they've deleted requests, it usually takes them several days to do so. By that time, the fraudster has probably hired a pro, and Thumbtack has profited from the "professionals" who paid to put in bids. Does Thumbtack return the credits for bids on fraudulent jobs? Do they kick those "professional writers" off the site too? Final Business Response /* (4000, 9, 2015/10/19) */ Hello *******, Thank you for responding. I appreciate you voicing your concerns and desiring to keep Thumbtack a place of integrity. This is our goal as well. Because of the way our request forms are currently worded, some customers who are looking for writing tutors are appearing to be requesting help with academic fraud. We are currently working towards changes to resolve this issue. When customers who are requesting help with academic fraud are found, their requests and accounts are deleted, and all professionals who quote on these requests are refunded. Thank you for your patience. I understand that you are a very busy professional and I want you to know that I would love to speak with you over the phone to explain this issue at anytime convenient for you. Please feel free to contact us with any further questions or concerns. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX Final Consumer Response /* (4200, 11, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I asked Thumbtack to review by hand each request for academic writing services before these requests are posted and sent out to professionals. There aren't that many, so it would be totally feasible for them to do this. Despite their claims to be working on changes, I kept receiving numerous writing "jobs" that were requests for academic fraud. I forwarded each one to Thumbtack. I guess they got tired of it, because they stopped sending me writing jobs. So I have no way of knowing if the problem is resolved, but I'm guessing it's not if they had to stop sending me writing jobs in order for me to stop forwarding them fraudulent requests.

11/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I joined website, went great for a year before they discriminated against me, kicked me off their website and kept the money in my account. My complaint is about the money they haven't returned to me. I joined the website about a year ago to help expand my business. All my jobs have went great with exceptional reviews until thumbtack.com decided to do background checks. Although I am a convicted felon, I am not violent or a sexual predator, and I am not a thief, and therefore have little reason to be discriminated against (potential employers can't descriminate against me for these same reasons). As a matter of fact, the state of Wisconsin, along with help from the federal government, trained me and encourage me to start and maintain a small business. Which is what I tried to do until thumbtack.com shut down my account. However, The problem and main focus of this complaint, is that they deleted my account and all financial records attached to the account. Now they are unable to return the money I had in my account with them. I am not sure, but I only had about $30.-$35. in my account, however, I can't help but to wonder how many other people had this same problem leaving all our collective funds in the bank account of thumbtack.com, that could be quite a sum of money that does not legally belong to thumbtack.com and one pretty solid scam in itself. Furthermore, I personally know other people on this website with worse felony records than mine who haven't been removed, they were more active with the site than I was, which leaves me to wonder if thumbtack deliberately shut down my account so they could keep my money. I can't help but to think they weren't making enough money from me so they shut me down and kept what was left in my account

Desired Settlement: I would like my account reactivated since they wrongfully discriminated against me. However, an investigation and the return of my, and everyone else's money that they kept should be adequate.

Business Response: Initial Business Response /* (1000, 5, 2015/09/10) */ Hello ****, I appreciate you bringing your concerns to our attention. We value the professionals who list their businesses with us and we do not take lightly cases where we part ways with a business. In regards to your requested refund, because your account has been closed and you cannot use the credits you purchased, we have attempted to contact you multiple times to arrange a refund of your remaining balance. We do need some additional information in order to proceed. I invite you to contact our customer service group at XXX-XXX-XXXX to make those arrangements. I understand your frustration with having your business listing removed from our site due to your background. As part of our ongoing efforts to improve trust and safety on Thumbtack, we have updated our professional verification process to include required background checks for some professionals. Professionals are selected for mandatory background checks for various reasons including random selection, profile incompleteness and other information surfaced to Thumbtack. We are doing this because we want the professionals on our site to be trusted and safe. To accomplish this we have set a standard which we apply to all professionals who are listed with us. Any time concerns about a potential criminal history are brought to our attention or discovered by us, we will investigate to determine if that business meets our requirements to continue listing their services on Thumbtack. In any instance where they do not, we will remove said listing. We understand the impact this decision may have on your business. Please understand that this is not a personal decision. We have established a benchmark for all professionals that we allow to list their services with us and we must be consistent in maintaining those standards. Please contact us at your soonest convenience so we can move forward with returning the unused credits on your account. ***** The Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com Initial Consumer Rebuttal /* (3000, 12, 2015/10/19) */ They have been clearly notified of my email address to refund my money back into my account and 10/9/15, I still haven't received my refund. Final Business Response /* (4000, 15, 2015/10/23) */ Hello ****, Thank you for reaching out to us. I have looked into your account and though it did take several days to process, your refund as agreed upon was submitted and should be complete. Please let us know if you have any questions or concerns. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX Final Consumer Response /* (4200, 17, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) "Several days", NO, it took several emails, a complaint through the BBB, several more emails, and over a period of 3 months to return my funds to me. They should be investigated for fraudulent practices since they took my money in, deleted my account and had to be pushed, pulled, and persuaded by email and the intervention of a government agency and even more emails and persuasion just to return my funds. How many more people did they do this to and how many others haven't had their funds returned.

10/27/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I want a refund for the credits I paid that were not picked up! I have lost money and the hiring does not match up at all! I want a refund for the credits I paid that were not picked up! I have lost money and the hiring does not match up at all! I have been quoting for a while as a makeup artist that run a business looking for more clients. I was sold from a representative people would hire me fast is my profile was completely filled out to attract more customer and I paid for a background check that will doesn't help at all to attract more clients as I was told. I have done everything for enhance my profile and even though I am getting quote requests a lot, they are not hiring and I have a friend that uses Thumbtack for her makeup business and she is experiencing the same thing. I feel like the money I did spend was a waste and it is money that I feel could be applied to more business cards and foot work. I am not satisfied at all. I can keep buying credits like this. This season won't allow that as a small business owner trying to do everything to build a business. This method is not working at all. I just want a refund for the services I was not hired for and the refund of my background check verification. And I still don't understand receiving all this points on my profile for progress on my profile and they convert to nothing.

Desired Settlement: Refund all charges for jobs/projects that did not hire me or were closed out and a refund of my background check fee.

Business Response: Initial Business Response /* (1000, 5, 2015/09/29) */ We appreciate you reaching out to us with your concerns. I understand how frustrating it can be to invest time and money into marketing without hearing back from customers. At Thumbtack it's important to us that our professionals grow their business. We know that the only way we can succeed is if our professionals are succeeding as well. Since the success of our professionals is so important to us, we've conducted extensive research into ways professionals can increase their chances of being hired when they quote. We've compiled this information into a set of videos and articles that show professionals how to use our site to effectively. We want all of our professionals to benefit from this information, so we have a customer support center that can help professionals understand how to get the most out of Thumbtack. We also have other online resources such as webinars and our Pro Center where professionals can research winning strategies themselves. You can see our Pro Center here: https://www.thumbtack.com/pros/. Thank you for reaching out to us about this situation. We would **** to help you take advantage of all the information we have to help you be successful. Please contact us if there's anything else that we can do. Sincerely, ***** Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response because I called the office of Thumbtack on 9/29/15 and spoke with a gentleman that only handles Final Business Response /* (4000, 10, 2015/10/20) */ Hello ********, Thank you for getting back to us. I'm so glad I was able to speak with you over the phone and work with you to reach a desired resolution. We encourage you to reach out to us if you have any additional questions about your case and invite any Thumbtack professional with questions to reach out to us as well. We care about the success of our professionals and want them to have a good experience with Thumbtack. We wish you the best of luck with your business. Sincerely, ***** Final Consumer Response /* (2000, 12, 2015/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted what was proposed and this case can be closed.

10/26/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Credit card info on file stolen I started using this company to help with me finding jobs locally..in order to apply for a job that a client has listed you must have credits therefore a credit card must go on file there..about 10 days after i gave them my credit card number unknown charges started showing up on my account..foreign charges which I did not make myself. I think this company is a fraud

Desired Settlement: refund of all credits i purchased to apply for their fake jobs

Business Response: Initial Business Response /* (1000, 5, 2015/10/08) */ Hello ******, Thank you for reaching out to us through the Better Business Bureau and for speaking with me over the phone yesterday. I am happy that we were able to come to a resolution that you were happy with. I would like to address your concerns here as well. Thumbtack does not sell or give away the information of its professionals or customers nor do we store their credit card information in our system. We sincerely care about the safety and security of our customers and want their information to be protected. You can learn about how our payment system works here: https://support.thumbtack.com/hc/en-us/articles/XXXXXXXXX-Storing-my-credit-card-information. I thank you again for reaching out to us and encourage all Thumbtack professionals to reach out to us if they have any concerns. We have well trained customer support specialists available that may be reached by phone at XXX-XXX-XXXX or via email at *******@thumbtack.com. They are highly trained and would love to help. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX

10/26/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Company does not provide advertised services for verifying and providing leads, leaving clients exposed to fraudulent job posts. Thumbtack claims to verify its customers but fails to do so, opening up its clients (the small businesses and contractors) up to fraudulent ads, while collecting on the fees paid to buy credits. It has refused to refund credits paid for leads erroneously listed as 'corporate' when they are nonprofits or individuals, and thus would not pay the price quote for the services and would simply close out the ad. Fraudulent users float around on the site and are impossible to recognize, as the site only gives a first name and last initial before bidding. Afterwards, it almost never provides an email or phone number to contact the individual to verify they even exist. Thumbtack does not verify individuals prior to bidding, with the exception of filtering some IP addresses and key words. It is similar to **************, as anyone can submit any email address without verifying, so many users end up being fake. A large quantity of your job leads will be left unclosed, a sign that the customer was never going to hire a Thumbtack professional. But the company does not provide any refunds for these, and cannot even say that these leads have been verified. At least one person has created a bot script specifically geared at creating fraudulent profiles on Thumbtack http://tinyurl.com/******* and, combined with a program to mask IPs, would be able to use it without the company stopping it or protecting its clients. Thumbtack is supposed to be working for the pros that bid on the site, instead it is taking their money without providing the services it promises to in the majority of cases.

Desired Settlement: Refund the money paid to submit these quotes: These clients never hired a professional from Thumbtack, but Thumbtack collected on fee though it couldn't verify a job was actually on offer: *************** hired another professional outside of Thumbtack wedding ********* hired another professional outside of Thumbtack event ************** decided to do it themselves or hire a friend wedding *********** hired another professional outside of Thumbtack wedding *********** hired another photographer event The following clients never responded to messages, and Thumbtack did not provide email or phone, making it impossible to verify if these people even exist. *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

Business Response: Initial Business Response /* (1000, 5, 2015/09/30) */ Hello *****, Thank you for reaching out to us through the Better Business Bureau about your concerns, and thank you for speaking with me over the phone as well. I am glad we were able to come to a resolution that you were happy with. I would also like to address your concerns here. We do not fabricate requests or allow fake requests on thumbtack and have a request verification system that is both automated and manual. However, if a professional sees a requests they feel is suspicious, we ask that they report it to us. We will investigate it as we take these types of requests very seriously. I understand that it can be very frustrating when customers do not respond to professionals' quotes. At Thumbtack, our goal is to introduce professionals to the customers they have chosen to quote to. When professionals send quotes to customers, we want to ensure that those quotes are seen. If a customer does not view a quote within 48 hours, we refund the professional who quoted. We want our professionals to be successful and have provided some great tools for them to implement and increase their chances of getting hired. We have knowledgable customer support agents who are always willing to help as well as some articles in our Pro Center which can be viewed here: https://www.thumbtack.com/pros/. Please let us know if you have any questions. We are always here to help and love to see our professionals succeed. Sincerely, ***** Thumbtack Support *******@thumbtack.com XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 8, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Literally the first quote (for real estate photography) that I sent to a customer through Thumbtack after they spoke to me about my BBB complaint turned out to be another real estate photographer in my market. **************** (https://fstoppers.com/profile/******) was presumably gauging what other pros were charging. I found out he was a competitor after just two minutes of searching Google. Thumbtack's claim that it verifies leads are a joke. Though the company will sometimes refund money paid for a false lead like this one, it's not guaranteed and they'll fight pros ******* it if the person submitting a false lead looked at the pro's quote. Until the company starts performing the verification it says it provides, the claims on its website (and on its emails and here) are false advertising. Final Business Response /* (4000, 10, 2015/10/07) */ Hello *****, Thank you again for reaching out to us with your concerns through the Better Business Bureau and through email. I wanted to address these additional concerns here as well. We do not allow fake requests or competitor request on Thumbtack. Each request goes through a verification process that is both manual and automated. In this case, this request was caught by our system, deleted, and the professionals who quoted on it were refunded. We are currently working on making this verification process faster and do understand that it is not perfect. This is why we encourage each professional to let us know if they see any requests that seem suspicious. We take them very seriously and take action when they are brought to our attention. Thank you again for reaching out to us. Please let us know if you have any further questions or concerns. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX Final Consumer Response /* (4200, 12, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've shown how Thumbtack fails to verify many of its leads. The fact that I can figure out that people putting bids on the site are competitors or submitting under false identities with only a first and last name and the company can't do it with an email and IP addresses seems to indicate it isn't interested in actually verifying leads. Airbnb, Tinder and Uber all provide models for better verification. Until Thumbtack makes an effort, starting with verifying emails, it shouldn't be able to say it provides verified leads.

10/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: They generate fake leads. They charge me for leads that are not real people. They generate fake leads. They charge me for leads that are not real people. I offered to prove it to them but then they hang up the phone. I have responded to supposed bid requests to people who supposedly live next door to me, offering to work for FREE if they chose me. And I am a leader in my industry with references to prove it. I know no one else won the bid. I called and asked to let me speak to one person who chose someone else over me. They would not. They offered me free credits which have zero value. Why would they do that if they felt they were legitimate. This is a scam.

Desired Settlement: I wan the small amount of money I paid back AND this information to be made public record so they stop ripping other people off.

Business Response: Initial Business Response /* (1000, 5, 2015/10/01) */ Thank you for taking the time to reach out to us about your concerns. I can understand how frustrating it is not to hear back from customers, especially when you've invested precious time and money. It matters to us that customer requests turn into real work for our professionals, so each request goes through a 9 step verification system before a professional sees it. The verification process includes automated and manual systems that filter through requests that look questionable, and makes sure that the request has the information that professionals need to determine if they are a good fit for the job. We know that maintaining our request verification system is crucial to our marketplace, and we want every professional to feel confident sending quotes. We're always willing to take a second look at any request that seems suspicious, and are happy to refund the credits spent if the request goes against our terms of use. There's also never any obligation to respond to the requests we send, so professionals know they're only quoting on jobs that are right for them. In an effort to create the best possible experience for our professionals, we've done extensive research into things they can do to increase their chances of being hired. We recommend that professionals include a price in their quote, because it's a factor that customers take into consideration when deciding who to hire. Quoting $0 can make customers wary, because they don't know what the average cost of doing business with the company is. We have a tool available so professionals can indicate that they need more information about the job before they quote. This helps open up communication between the customer and professional, and gives the pro the opportunity to get more information about the project. We offer credits as a courtesy to help businesses test our system out. We offer this courtesy because we are confident that professionals can get work by using our site. Along with the credits, we give custom feedback on the professional's profile, and coach them on things they can do to get the most out of our site. We also have other online sources such as webinars, help articles and informational videos available so professionals can research winning strategies themselves. You can see them here: https://www.thumbtack.com/pros/. We would love to help you take advantage of all the information we have to help you be successful. Please feel free to contact us if there's anything else we can do.

10/15/2015 Delivery Issues | Read Complaint Details
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Complaint: Theft, breach of contract, false advertising, deceptive practices Signed contracr 4-4-15 with *** ******, owner of ************ Dog Training Inc. He overcharged me $75 initially per his website (which he has since increased) He represented he had insurance. Dog training session in illonois are one hour to one and halh hour. I signed up and prepaid for 15 sessions at $1500. Per the website it should have been $1425. Sessions were 20 minutes, 23 minutes, 20 minutes, and he canceled every other week. I complained about thetime to him immediately statingi thought these were hour sessions and he said 30 to 45 minutes. I got tired of the constant cancelations and aaked to see proof of insurance, to which he refused. He then stated sessions were only supposed to be 20 to 30 minutes which is ridiculous. He stopped responding to my repeated requests for proof of insurance. He only completed 7sessions totaling 198 minutes. I found him through Thumbtack. I tried to complain to them byt they have yet to respond. He really did nothing. I wwas supposed to have training beyond the 15 sessions until dog was rehabilitated. He is scamming people and booking two appointments in the time it should be one appointment. I requested my money back since he refused to show proof of insurance, and he said he would only returm $800 if i signed a waiver saying i would never write a bad review and that i could not discuss this ever with anybody. He is a thief. The only place his business is listed is Thumbtack, which is a scam. He did nothing for my dog.

Desired Settlement: I paid 1500 for what i thought were 15, one hour sessions. Mr. ****** spent a total of 198 minutes with me and quit on me when i asked for proof of insurance. I deserve a refund as he did not fulfill the contract and he also overchatged me $75 the first day.

Business Response: Initial Business Response /* (1000, 5, 2015/09/29) */ Hello ***, I appreciate you bringing your situation to our attention. We expect all professionals on Thumbtack to provide high quality services and when there are cases where that hasn't happened, we want to know about it. We were happy to reach out to you and resolve your concerns. I wanted to make sure that we addressed them here on the Better Business Bureau as well. When we receive a complaint like yours, we do our best to work with both parties to help them come to a resolution. We expect the businesses who list with us to fulfill their agreements and provide the services they are paid for. If that doesn't happen, we will work with them and their customers to find a solution. If a customer and business can't reach a resolution we will, in some cases, investigate the situation further by requesting documentation from both sides. This lets us look at the situation in better detail and with more clarity about what should be done. In certain instances, we will ask the business to provide a resolution that is based off the findings of our investigation and the documentation both parties provided. If the business refuses to cooperate with our investigation or refuses to provide the requested resolution, we will remove their listing from off of our site. Thank you for letting us know about your experience and giving us the opportunity to work with you and resolve your concerns. We were very happy we could provide you with a resolution. ***** The Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com

10/12/2015 Delivery Issues | Read Complaint Details
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Complaint: The customer service agents for this company lie. Even with proof of my customer being happy they decided to close my account. On June 11 2015 a customer wrote a 5 star review. After August nearly 3 months later the customers husband edited the review due to Tampa Bay area having to much rain and no where for the water to go he blamed my company for his yard flooding. This was a natural disaster situation. The customer service agents Ashley (manager) stated she cant see the 5 star review and sided with the customer. Even though I sent Ashley the manager the email showing the customer emailed me saying she was happy with the yard. the next customer service agent I spoke with said they could see the 5 star review which I found odd because the manger Ashley lied. This company is regulated by State Law and just do whatever they want. I want the review from Jenna Jordan taken down. I requested that someone from there legal department contact me. That has not happened. This company is ripping other small business off and this is defamation of my companies character.

Desired Settlement: I do not want to speak with a customer service rep from either of your departments. I want to speak with someone in your legal department, I want the negative review from Jenna Jordan removed. If not I will be seeking legal action for discrimination and slander against my companies name. You can not take the laws into your own hands. I have proof of what I am saying and would like to be recognized for that and they need to stop slandering my business name.

Business Response: Initial Business Response /* (1000, 5, 2015/09/03) */ Hello ******, I appreciate you reaching out to us. I understand your frustrations and that you aren't happy with how your review concerns have been handled. I appreciate the opportunity to clarify how reviews work on Thumbtack. Reviews are an integral part of any business. They help demonstrate quality and let customers determine what kind of experience they can expect to have. We are dedicated to maintaining the integrity of our review system. We want customers to feel comfortable determining what professionals they want to work with. In order to do that, they need to be able to express their opinion on how their transaction went without interference from us. In doing so, they know that when they look at other customer's reviews, they are getting the other customer's experience, not Thumbtack's. There will be times where you get a rating that you disagree with. If that happens, we want you to be able to share your side of the story. Our system allows you to post a response to any review you receive. Your response will be visible to all customers who look at your reviews. To clarify one point of your concern, a customer can contact us and update their review. We recognize that just because a review has been posted, doesn't mean the situation is finished. This is why we recommend reaching out and working with any customer that has concerns, even if a poor review has already been left. If your customer feels that you have taken care of their concerns, they can update their review to reflect the new situation. If you are having issues working with your customer, our support group is more than happy to work with you both to try and come to a resolution. I know you are unhappy with how your specific case has been handled and we certainly want to help in any way we are able. We are happy to continue working with you and invite you to contact us directly. ***** The Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com Initial Consumer Rebuttal /* (3000, 7, 2015/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is a joke. I provided Thumbtack proof the customer was happy and they have now suspended my account. This company is a lead generator I do not understand how thumbtack can play decision maker. This is a joke I have showed proof and thumbtack needs to activate my account and stop telling me how to run a business. I have proof that these claims and **. I have reached out to thumbtack at least 15 times as I stated in my first complaint. They will not resolve any issues. Turn my account back on ASAP and review the documents I sent showing that the customer is happy with the job preformed. Final Business Response /* (4000, 9, 2015/09/30) */ Hello ******, I understand your frustration with how your case has been handled and that you disagree with the action we have taken. We appreciate all of the professionals who chose to list their businesses on our site. We also take complaints very seriously and expect all of the businesses who use Thumbtack to be focused on providing good experiences for their customers. If we feel that a business isn't meeting with our expectations, we do take action in order to protect our marketplace. In any situation where there is a complaint between a customer and a business, we are very happy to work with our professionals with the goal of reaching a solution that works for all parties involved. We have attempted to contact you so we can continue working through your situation, but have not been able to connect. Please contact us at your soonest convenience. ***** The Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com

10/9/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: payed to submit quotes to the leads . the leads received are not viable leads, do not have valid contact information. Spend no guarantee of jobs basically your paying to get a job you have to spend money on tokens you use to apply to talk to customers.. the downside is that its not efficient with getting customers.. to work for.. customers after contacted are willing to ask questions but then there is no guarantee of a job. assignment.. seems that the people who are the customers are not who they appear to be. this is a broken system that screams fraud.... if they would adjust their system to make hiring people not as a loss but as a gain i wouldn't be saying whats going on...i am not happy and I'm out of 150 bucks

Desired Settlement: REFUND OF SERVICES.... ..... FIX your marketplace system so there are no other incidents with other consumers... make a system that deters cold leads to prospecting jobs...

Business Response: Initial Business Response /* (1000, 5, 2015/09/22) */ Hello ******, Thank you for reaching out to us through the Better Business Bureau with your concerns. It was also great to speak with you over the phone, and I am glad we were able to come to a resolution that you were happy with. I'd like to address your concerns here as well. I know it can be very discouraging when you are not getting hired and it can be equally frustrating when customers do not respond to your quote messages. I want to assure you that we do not fabricate customer requests and all requests go through a 9 step verification process that is both automated and manual to ensure their validity. Through our research, we've found that 80% of customers come to Thumbtack ready to hire. That being said, we encourage each professional to report anything that may seem suspicious and we will look into it. We care about the success of each of our professionals and have great tools to help them find that success. This information can be found in our Pro Center here: https://www.thumbtack.com/pros/. Professionals are also encouraged to reach out to our customer support team through email and phone. Our customer support team is trained to be helpful and are very knowledgable about what it takes to succeed on Thumbtack. Please let us know if you have any questions or concerns. We're always here to help and love to hear from our professionals. I wish you the best of luck with your business. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX

10/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: High fees charged to utilize service. Promises results that it can not deliver on. Little to no leeway given. Thumbtack charges a high fee to purchase credits to use to submit quotes for jobs on their website with whichever service you provide. At well over $1 per credit, with no job costing less than 2 credits(and most averaging between 4-8 per quote) and only options to buy bulk credits, the website clearly thrives off of people purchasing high amounts of credits at a frequent pace. Each quote can run between $3 to $15 depending on service which quickly costs a lot of money for a professional looking to find clients. This in itself would not be a major issue if Thumbtack could deliver on its promise. However, since Thumbtack is merely a host for professionals to meet clients, they have no control over who their clients book. Upon registration, the website builds the user up and leads them to believe that utilizing Thumback is the most surefire and guaranteed way of meeting and finding work as an independent contractor in whatever field they're apart of. No free credits are offered, and there's nothing about the site that encourages a user to try the service and see what it is about before committing to purchasing a bulk package of credits. Their promise is written on every aspect of the site and in their emails/messages to the new user. Use Thumback. Pay for credits. Submit quotes. Get hired. However, it is not uncommon for a person to drop hundreds of dollars attempting to find clients but never achieving that goal even when qualified and professional. This is in result of Thumbtack's system in which you're only refunded credits if the client does not view your quote. This never happens. It costs the client nothing to view a quote and it's the equivalent of reading a message on facebook or some other website. The vast majority of times, the client will view your quote immediately, and then you will not hear from them. Thumback in its current form is a step above robbery. The return rate for spending and achieving is so incredibly low, that the website owners seem aware of it enough that the payment and credit system(buy in bulk) is designed around encouraging people to buy as many as possible to save money(but still paying a very high cost for them) knowing full well that the money will be wasted and nothing will be gained or achieved from it. The fact that the site offers nothing for new professionals signing up further suggests this. A site that has confidence in its promise would offer first five quotes free or free 10 credits upon signing up. If Thumbtack did this, though, then these professionals would see that they received no return on their quotes and would be a lot less likely to shell out anywhere from $30-90 for bulk credits that promised them great returns and an ocean of client leads.

Desired Settlement: There is no resolution to be gained unless Thumbtack changes its policy to refund credits for quotes not accepted as opposed to not viewed or they change their pricing to be significantly lower than it is currently.

Business Response: Initial Business Response /* (1000, 5, 2015/09/17) */ We appreciate you reaching out to us about your concerns; we are here to create a positive experience for all our professionals. As a new and growing company, we're always looking for ways we can improve our site and make it better for professionals and customers alike. It's true that Thumbtack specializes in introducing professionals to customers. We are here to help professionals get their information in front of customers. When you submit a quote, the customer will receive your contact information. This includes your name, business information, and phone number associated with your service, along with your profile, reviews, and personalized message. Even if the customer doesn't hire you for their project, they still have your information and can reach out to you in the future. We view quoting as an advertising opportunity for professionals; it's a chance to show customers the very best of your business. We want to see our professionals succeed. We've conducted extensive research into what professionals can do to use Thumbtack to their advantage. We've compiled this information into a Pro Center where professionals can go to watch videos and read articles specifically designed to help them be successful. We have a great Support Center with representatives who can offer live coaching and advice to professionals, and help them fill out their profile and create a winning quote message. Most customers who come to Thumbtack hire a professional on our site. More and more business are turning towards online sources like Thumbtack to find new customers. The great thing about our system is the customer will always have access to the information that you send them. There have been many instances where professionals are hired months later for a different job through the quote they sent months earlier. Professionals across the country have seen the value Thumbtack can provide, and use it as a main form of advertising. Thank you for reaching out to us about your concerns. We would love to help you take advantage of all the information we have to help you be successful. Please contact us if you have any other questions.

9/29/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: They send fake request, I see no point in sending quotes if the person never responds this thing is a scam. Did not pay anything yet, but people never respond if it is true that that people are looking for the cheapest price out there I have quoted 1.00 usd for my services and even .50 cents and no one responds the reason being its a SCAM a way to get free my from desperate people who need customers for their business.

Desired Settlement: Stop sending fake request for wedding officiants.

Business Response: Initial Business Response /* (1000, 5, 2015/09/10) */ Hello ****** *******, Thank you for reaching out to us with your concerns about Thumbtack. I also appreciated speaking with you over the phone and would like to address these concerns here as well. At Thumbtack we know that each dollar is important when you run our own business, and we care about the success of our professionals, so we use several measures to screen customer requests. We do not fabricate requests, and we encourage our professionals to report anything that look suspicious so we can investigate. On the rare occasion that we run into an illegitimate request, we remove that user from our site and refund the professionals who have quoted on their request. We know it can be very frustrating when customers do not respond to your quotes, so we take the time to assist our professionals and offer them tips on standing out and getting hired. We are always happy to look into your profile and give you personalized tip on getting hired. Another great resource we have to help our professionals be successful is our Pro Center. This is a portion of our website that contains various articles and information created to specifically help our professionals get hired as often as possible and get the most out of Thumbtack. You can find our Pro Center here: https://www.thumbtack.com/pros/. Please let us know if you have any other concerns or questions. We are here to help and love it when our professionals find success. Sincerely, ***** Thumbtack Support *******@Thumbtack.com XXX-XXX-XXXX

9/15/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: The guarantee of connecting business to customers is invalid when the business is charge for non hire customers. Thumbtack has advertised that a business can connect with more potential customers but as a business we have no way to verify that the customer is real. No matter how many questions you ask to 'verify' this doesn't prove they are a real person. As a business we are having to pay for jobs that we are not hired for. We are not refunded our purchased credits for bids that are opened and ignored. We are not refunded our credits for bids that are opened and not hired for. This is an unfair practice because the clients opening the bids have no moral aptitude towards the thought that someone paid to submit a quote or bid to them. Meaning that we still have zero proof as to whether a potential client is real and to be found true. I have spoken to many other service providers who refuse to use Thumbtack after experiences with it because there is a higher waste ratio than hired jobs.

Desired Settlement: Any purchased credits on bids that did not receive response or not marked hired. I request this for every business not just myself.

Business Response: Initial Business Response /* (1000, 5, 2015/08/26) */ We appreciate you reaching out to us about your concerns on the BBB; we are here to create a positive experience for all our professionals. I apologize for the poor experience you had using Thumbtack and would like to clarify our business model. We strive to introduce interested customers to professionals on our site. In order to maintain a productive marketplace, requests go through a 9 point verification system that includes both manual and automatic steps to verify that the requests are legitimate. If any professional has concerns about a specific request, they can report it to us and we will look into the situation for them. Thumbtack considers itself to be an introduction service. While we estimate the majority of customers who come to Thumbtack hire a professional on our site, there's no way to guarantee every request will turn into a job. We charge professionals for the quotes they weren't hired on because they were introduced to the customer. Even if a customer doesn't hire professionals off the initial quote, they can contact the professional later on for a different job. It matters to us that customer requests turn into real work for our professionals. We've done research into what customers on Thumbtack look for and what makes a successful professional and compiled it into articles and videos that you can see on our page. We offer tips and advice on things professionals can do to make the most of our site. We have many articles with helpful information available, and our customer support team is available to give custom feedback as well. Your success is important to us. If you'd like to give us a call to talk more about your concerns, you can reach us at XXX-XXX-XXXX. We would love to help if you need more information or have any questions. Sincerely, *****

9/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Provided false leads...investigated and back checked after paying fee...I became suspicious And conducted my own check...complete scam See above

Desired Settlement: Full refund

Business Response: Initial Business Response /* (1000, 5, 2015/08/26) */ Thank you for reaching out to us with your concerns. I can understand how frustrating it is not to hear back from customers, especially when you've invested precious time and money. It matters to us that customer requests turn into real work for our professionals, and we're here to help them find the success they're looking for. We strive to introduce our professionals to customers who are ready to hire. Thumbtack uses both automated and manual steps to make sure requests are coming from real and interested people, and that these requests contain the information professionals need to decide whether or not they are a good fit for the job. Requests go through a 9 step verification system before they are sent to professionals. If any professional has concerns about a specific request, they can report it to us and we will look into the situation for them.There's also never any obligation to respond to the requests we send, so professionals know they're only quoting on jobs that are right for them. Since our professionals do pay to quote, we want to help them find a strategy that works for their business, and offer coaching to ensure they make the most of our site. We have many informative articles on our blog and Pro Center which can give professionals an idea for what customers look for. We are here to help you grow your business and connect with new customers. If you'd like to give us a call to talk more about your concerns, you can reach us at XXX-XXX-XXXX. Your success is important to us, and we would love to help if you need more information or have any questions. Sincerely, *****

9/11/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I hired a professional who did no render services and is withholding my money. Thumbtack has not contacted me to resolve this issue. *****'s Interior Decorating and Home Staging Thumbtack Website: https://www.thumbtack.com/************************************** I hired ***** ****** off of Thumbtack for a Home Staging project on Thursday, August 6, 2015. She quoted me $750 based on the square footage of the home which is 3,112. During our first meet, she went through our consultation extremely quick which I thought was quite odd but decided to give her a chance since she said her average time a home would sell is in 10 days once she completes staging. She said she only accepted paypal as a form of payment and wanted half of the fee up front. On the same day of our consultation, I made payment through paypal and then she complained that it was an echeck and could not accept it. She said she already bought materials and was $126 in so my fiance and I had to drive to her home the same night and even gave her $400 cash up front, that is more than half of the entire costs. She then confirmed that she would be done on Friday August 12, 2015, at 12pm noon. She then texted me on that Friday around 3pm and said she needed more time and would be done on Friday NIGHT so I told her that after work on Saturday, August 13, 2015, I would check it out then we can go from there. Saturday came, after work I stepped into the home and NOTHING was done NOTHING. When I called her around 4pm, she didn't answer so I sent her a text asking for a time frame because she missed 2 deadlines already. In addition, an agent called me indicating that buyers wanted to see the home. No response from ***** til late at night around 9pm and she texted back stating she will need to make arrangements. I wasn't too sure what that meant. Sunday August9, 2015, I called her no answer again. I sent her a text since obviously, looks like someone is taking me for a ride. Took my money, hasn't staged the home and isn't returning my phone calls. I texted her requesting that I want the entire monies returned. She texted back saying she has ASTHMA and thats why she can't answer my phone calls AND she spent materials up to $900. Then blamed me for being a bad customer and that my fiance asked for more staging so that is why there was time delays. I addressed to her that she should have been up front with us from the start. As a professional, it is unclear to me why she would have that need to spend $900 when she initially quoted me for $750 without further consulting this issue with me directly. She has not performed her scope of work, nothing is in the home after 3 days and no returned phone calls. I am a client paying for a service, this lady isn't doing me any favors. The home should have been staged and listed by now. Due to her delays, my fiance and I are just completing staging now. I have made many attempts to contact Thumbtack Customer Service. Each time, a representative has made promises that the Marketing Integrity Team would contact me and that I would have my monies returned. First, I addressed my complaint on Saturday August 8, 2015 around 5pm when I did not get a response from the professional and on Sunday August 9, 2015 around 2pm after requesting for monies back since my situation was escalating. I was told that someone in the marketing team would contact me on Monday August 10, 2015 but noone did and I waited for Tuesday August 11, 2015 and then called in twice. I was told that the Marketing Team needed an additional 24hrs and for sure on Wednesday August 12, 2015 someone would speak with me. Today is August 13, 2015, I am still waiting for a resolution and to have my monies returned since the professional has not rendered services at all.

Desired Settlement: I am requesting for the entire monies of $400 that was paid to the professional to be returned immediately since time is of the essence. The professional has caused much time delays and with the lack of communication and responsiveness she has not made any effort to contact us for our refund.

Business Response: Initial Business Response /* (1000, 7, 2015/08/25) */ Hello ******, Thank you for bringing your concerns to our attention. I am very sorry for the delay in getting back to you. We take issues between customers and the professionals they have hired very seriously and do our best to respond to concerns like yours within 24 - 48 hours. I apologize that we did not do so in your case. Whenever a concern is brought to our attention, we reach out to the parties involved to try and help them work together to come to a resolution. Our goal is to reach a solution that works for them both. In cases where there are differing stories or an agreement cannot be reached, we will ask both the customer and the professional to provide us with documentation regarding the problem. If that documentation indicates that the professional needs to provide a resolution, we will ask them to do so. If the professional will not work with us, we will remove their business listing from off of our site until they provide the desired resolution. I apologize again for the delay in getting back to you, but I do see that you are currently working with one of our representatives to address your situation. We will be happy to continue working with you until we can reach a solution. Please don't hesitate to contact us if you have any questions. ***** Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com

9/1/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: They were advertising the top 10 moving companies in *******. I chose one of the companies they recommended, company wasn't even licensed or insured. They advertised a moving company and it ended up being two **** kids who rented a Uhaul and weren't even a real company. They weren't licensed, insured, or bonded and they made me pay them in cash. I was ripped off and misguided as I thought I was dealing with a professional company since Thumbtack recommended them.

Desired Settlement: This "company" needs to be removed from your list and never be given the opportunity again. They are crooks

Business Response: Initial Business Response /* (1000, 5, 2015/08/13) */ Hello *******, Thank you for bringing your concerns to our attention. We expect the professionals who list their businesses on our site to provide good experiences and we want to hear about any cases where that isn't happening. The professionals that you find on Thumbtack are local businesses who have chosen to use our site to connect with new customers. They aren't associated with Thumbtack or employed by us. We do not recommend any professional over another and advise that all customers do their research on any professional who provides a quote before deciding who they want to work with. Having said that, we do expect the professionals listed on our site to provide quality service. In cases like yours, we will investigate the complaint and if we determine a professional isn't meeting expectations, we can take action in order to protect our customers. These actions include warning, flagging and even removing a professional's business listings from off of Thumbtack. In regards to your specific situation, we are happy to continue working with you to make sure we take appropriate action. Please don't hesitate to reach out to me with any questions. ***** Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com

8/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Has very poor customer service to the person paying for leads and refuses to hear both sides of the story and will not refund payed for credits. We received a job through them with a client that will never be happy with any contractor which is why she has gone through several. She complained to them we would not fix something that was not in contract and she wants it done and one employee tried to help her out did out of contract and is no longer employed here. She voided her own manufacture warranty by having someone paint parts of the roof. We tried to replace the door to make her happy and she refused to let us then sent us an estimate from the guy that worked for us that messed the door up to start with for $9500.00 who is working with no license or insurance and instead of hearing both sides thumbtack froze the account and will not refund paid for accounts.

Desired Settlement: We want the account opened back up or money refunded as this is all being done onesided.

Business Response: Initial Business Response /* (1000, 5, 2015/07/30) */ Hello *****, Thank you for bringing your concerns to our attention. We appreciate the professionals who choose to use our site and we don't take lightly situations that result in removing a business listing off of Thumbtack. I understand you aren't happy with how we are handling your case and I appreciate the opportunity to clarify what we do when complaints are brought to our attention. Whenever a customer makes a complaint against a professional, we investigate those concerns. We reach out to the customer and the professional in order to understand both sides of the story. Our goal is to help the customer and professional work together to come to a resolution. During the course of that investigation it can be necessary to place the professional's Thumbtack account on hold until we complete our investigation and a resolution is reached. At that time, we will reevaluate the professionals standing with us. We are still investigating your situation and the status of your account is pending that outcome. We would appreciate any new information that you can provide and are happy to review any documentation you send to us. In regards to your concerns about the credits you purchased, we have refunded all unused credits on all of your accounts. You will see those funds back on the account used to purchase them within 5 - 10 business days. If there are any other questions or concerns, please feel free to reach out to us. ***** Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have sent Thumbtack the email from our l8cal BBB that the case was closed from the homeowner that started this mess Thumbtack did not review our contract that we had with the owner that she complained to Thumbtack about we did a free service trying to help her with her door. Thumbtack has put our company on a cross and basically crucified us I've never seen a company be so one sided I am very unsatisfied with their response because it's truly not the truth Final Business Response /* (4000, 9, 2015/08/18) */ Hello *****, I appreciate your response and understand that you are frustrated. I am happy to provide additional clarification. We appreciate all of the professionals who choose Thumbtack to help grow their business and meet new customers. As a company, we have certain expectations on how those businesses should handle complaints from their customers. While we understand that not everyone may agree with our expectations, it's important to us that we uphold our standards for our customers. If a business does not meet these expectations, we will end our relationship with that business and no longer allow them to list their services on Thumbtack. We understand that this doesn't mean the business is a bad one, they simply may not be a good fit for our marketplace. I appreciate that you disagree with how we have handled your case, but I can tell you that we did not reach this outcome quickly and we never make these decisions lightly. While our partnership may be over, I really do wish you the best of luck with your future endeavors. ***** Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com Final Consumer Response /* (4200, 11, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) We sent letter over from our lawyer showing what was sent by her lawyer and she told us she would remove the complaint with thumbtack for $30,000 yet the person from thumbatack refuses to lawyers saying she has no claim for her complaint and that she is just trying to get money out of us. She has not one contractor that will work for her more than one time.

8/26/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Thumbtack charges for leads which almost never result in being hired. After quoting jobs you usually never hear anything again. I have been using Thumbtack to bid on jobs for my photography business. I am inundated with emails about jobs I can sumbit quotes for every single day. I carefully choose jobs to submit quotes to based on my experience, ability, availability, quote price; etc. Every time you submit a quote it costs you a number of credits, the credits which you buy in bulk. I do not wish to waste the credits but understand there is some risk of not being hired. I also do not expect to be hired for every job I quote. However, I have spent a few hundred dollars now on credits and have booked only 2 jobs in the past 6-8 months. The worst part is that Thumbtack doesn't notify you if you haven't been hired, and doesn't require the person who is looking for a photographer to notify either, so you never really know where the quoting process stands for any job. Many times people say they wish to hire me, never to be heard from again. I gave this months of a trial period, but now more and more it feels as though it is a complete waste of money. Clients provide poor information which often makes it difficult to quote accurately. I am spending and spending and not getting any jobs. The only time you get refunded is if the person doesn't look at your quote within 48 hours. This does happen sometimes, but what happens more often is the "cclient" almost immediately looks at your quote then you never hear anything again. And the money you spent to quote that job is gone. The return on investment of using Thumbtack for leads is dismal. I also purchased a background check for I believe $7.99 or so and was never notified of whether it was processed, if I passed ** didn't or anything .

Desired Settlement: I would like a refund of the money for credits I have purchased (or a credit to my Thumbtack account) minus the 12 purchased which resulted in jobs. I also would like to be refunded the amount of the background check which was never provided after purchase.

Business Response: Initial Business Response /* (1000, 8, 2015/08/25) */ Hello *******, Thank you for reaching out to us through the Better Business Bureau. I can understand your frustrations, and know it can be difficult when you are not seeing the success you were hoping for. I am glad you have contacted us so we can make your experience with Thumbtack more positive. We understand that every dollar counts when you run your own business. We also know that we do not succeed as a company unless our professionals are finding success. Because of this, we have done research into the things our most successful professionals are doing to get hired. These tips have been compiled into online articles such as this one: *************************************************************************************** Because we care about your business and success, I have provided your desired resolution. I also wanted to let you know that we are available to help our professionals and would love to hear from you if you have questions or concerns. You are always welcome to contact us at XXX-XXX-XXXX or via email at *******@Thumbtack.com. Please let us know how we can help. I wish you continued success with your business. ****** Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com

8/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Concerned about possible sale of personal information. On 8/5/15, gave personal information while registering with Thumbtack to look for local gardening service. Looked for confirmation email, which did not arrive in box or spam. Am concerned my information was gathered to be sold. Am unable to contact company.

Desired Settlement: Protection that personal information won't be sold.

Business Response: Initial Business Response /* (1000, 5, 2015/08/19) */ We appreciate you reaching out to us with your concerns. I understand your reservations with a site like ours, it can be scary to give information to sources online. I am happy to explain how we handle your personal information. It's important that professionals and customers feel secure while using our site. We only collect personal information during sign up in order to better understand your needs and give you with the best experience possible. This includes processing payments, and providing customer support. This information is not sold to any third party or other website. Thumbtack employs technological and procedural security measures to protect the personal information of our professionals and customers. This includes the use of encryption, passwords, and physical security measures to help protect your personal information against unauthorized access and disclosure. You can read our full privacy policy here: https://www.thumbtack.com/privacy. Thank you for reaching out to us. Please let us know if there's anything else we can do. Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/21/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: The Requester is not informed that the bidders are being charged for their request. Thumbtack does not disclose to the requesters of services that the bidders on their request are being charged a fee to bid. The language does not exist as far as I can tell, maybe its in the terms & conditions. Im a CPA and I've bid on roughly 15 accounting jobs. It's been incredibly frustrating for a number of reasons, too many to discuss but lets just say I wouldn't recommend Thumbtack. But the last two days have been depressingly bad. I was first to bid on a what sounded like a good accounting job 45 mins north of me. I got the callback from the requester which is always a little exciting. This time it was a senior citizen who wanted someone to come into her assisted living apartment and help her install file cabinets because her paperwork was piling up. Upon further inquiry, I found out she had a nice son taking care of her finances who maybe wasn't quite on top of it at the moment but who's to blame him. She did have much going on, her only income was social security. Her son told her not to worry to much about it but she was just curious what her financial situation was. She said I could maybe talk to her son after she spoke to him about getting more clarity on her finances. I told her that there wasn't much I could do without her son involved. I told her to put an add on craigslist to see if someone would want to come over and help install file cabinets. At one point, she said in her old sweet grandma voice, "Gee, can't believe I found this website, it's really neat." I didn't have the heart to tell her I just paid $3 to bid on her request. She thanked me for my time and we hung up. Then that sparked me to review the website again, because maybe the grandma missed it where it said the bidders get charged. But nope, I'll be damned, but I didn't see it spelled out anywhere.

Desired Settlement: I want the business to screen the requesters like they do the bidders. At least tell the requester in plain English that the bidders are getting charged. Its a very shady line Thumbtack is walking. They are definetely adding to the devaluation of professionals in the marketplace. Its a race to the bottom with Thumbtack. I will continue to use the rest of my $30 to bid on Thumbtack requesters. What can I say, Im a gambler.

Business Response: Initial Business Response /* (1000, 5, 2015/07/23) */ Hello ****, Thank you for your feedback about our site. We are always interested in how we can improve our business and we appreciate any suggestions that can help us make things better. Our goal at Thumbtack is to connect customers who need help with their personal projects to professionals who can assist them. We are always interested in how we can make the entire experience better, so we regularly reach out to both customers and professionals to find out how we can improve. I think you have some valid points that we should consider. I know you are concerned that in order to be successful on Thumbtack, you are going to have to seriously undervalue your services in order to stand a chance of being hired. I am happy to say that we have researched this specific concern and while the customers on our site have various reasons for selecting the professionals they hire, I can tell you that price isn't often the determining factor. Most customers are looking for a quality experience for a reasonable price. It often isn't the lowest priced quote that gets hired. If you would like to discuss ways to help improve your chances of being hired, I invite you to contact our Customer Support group who would be happy to share best practices with you. They can be reached at XXX-XXX-XXXX. I really appreciate your suggestions and the opportunity we had to discuss them directly over the phone. As we discussed, I have passed **** feedback along to the appropriate group for consideration. If you have any other questions or suggestions, please don't hesitate to reach out to me. ***** Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Clearly Thumbtacks response did not address my complaint. The complaint is that they don't disclose to Service Requestors that the bidders are being charged. A laymen will think its a free search and bid process because it doesn't say it anywhere on the site that bidders are being charged! Thumbtack has no ethics and doesn't care that they're stealing hard working self-employed professional money. I know they are being deceitful from talking with their rep on the phone. Its a matter of profits. Being a capitalistic society, I can't blame them. So unfortunately, until a better website comes along, were stuck with this middle-man race to 5 bids for a cold lead service. Hopefully someone will sue them in the near future and send these cockroaches running from their big homes in silicon valley, built from scheming the working class. Final Business Response /* (4000, 9, 2015/08/06) */ Hello ****, I appreciate your follow up. I understand your frustration, especially based on the experience that you have described. I wanted to clarify that our focus is to help professionals like yourself be successful. Taking advantage of those same professionals by trying to trick them into quoting isn't going to be a successful, long term strategy. Our goal is to become the largest and most successful services marketplace. We can only achieve that by creating long term relationships with our professionals. We appreciate you giving us a chance to help you and your feedback on how we can improve. Your suggestion have been passed ***** to the appropriate parties for consideration. If you have any other questions, please don't hesitate to let us know. ***** Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com

8/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Bogus Leads On 7/15/15 I purchased a package of credits for $34.99. Turns out that this company is making money off of bogus leads they send to excitable people like me! After my first quote (which was free) was accepted, I got excited and paid for the next quote I sent. Silly me. I should have read the website reviews first! A 'person' responded to my first quote saying the price is good and a little about the 'person's' situation. I sent my contact info and never heard back. It was just enough of a response to entice me into spending some money on the site. Never again. I am impressed with how many BBB complaints they've received and the number of refunds they've had to issue. I wonder that BBB allows them to remain accredited. I am expecting the same canned response they send to everyone.

Desired Settlement: I want the money I spent, $34.99, refunded immediately.

Business Response: Initial Business Response /* (1000, 5, 2015/07/31) */ Hello *******, I am sorry to hear that you haven't had the best experience with Thumbtack and have yet to be hired. We understand that we do not succeed as a company if our professionals are not finding success along with us. We also know that each dollar counts when you run your own business. I want to assure you that because we care about our professionals, we have put several measures in place to ensure the validity of our customer requests. That being said, we do encourage professionals to report anything they think looks out of the ordinary and we will look into it. I also recommend that professionals look through customer requests and make a point to quote on those that suit their business as it will improve their chances of getting hired. I wanted to let you know that we have heard your concerns, and I have met your desired resolution to this issue. I also wanted to let you know that if you do decide to quote with us again, I recommend reaching out to our customer support group who would be happy to share best practices that we have found improve your chances of being hired. They can be reached at XXX-XXX-XXXX. Also feel free to visit https://www.thumbtack.com/pros/ for suggestions on how to improve your quotes and profile. Please let us know if you have any questions or concerns. We are always willing to help solve concerns and do what we can to help our professionals find success. ***** Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com

8/19/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Thumbtack is a scam. They claim that freelancers can get jobs by paying to send quotes. These jobs lead nowhere. They are uploading fake jobs. I joined Thumbtack as a photographer and graphic designer looking for work. I purchased 12 credits for $17.99 to send quotes for jobs. This is an absolute scam. Not one has led to a job. Only one person has ever replied to me with very vague information and it never led to work. It seemed like it was a fake job posting. I would like a full refund for $17.99 and I will be leaving the site. I hope this website will get taken off the internet. I've been reading through the complaints and looks like they've scammed many others. I also received a very creepy phone call that I do not appreciate from the company about a week ago. The man said he lives in **** (I live in **********) and that he cleans houses and uses Thumbtack to find work. The man kept talking nonstop for almost 15 minutes. It was hard to get a word in and get him off the phone. He was trying to convince me to buy credits to send quotes. Why would a customer call a random person to get them to spend money on the site? That is extremely inappropriate.

Desired Settlement: I would like a full refund of $17.99 for the 12 credits I purchased. I will be leaving the site and warning other freelancers that I know that this site is a scam.

Business Response: Initial Business Response /* (1000, 5, 2015/07/30) */ We appreciate you reaching out to us with your concerns. I understand how frustrating it can be to invest time and money into our site and not get anything in return. At Thumbtack it's important to us that our professionals grow their business. We know that the only way we can succeed is if our pros succeed. It can be frustrating when you put time and effort into writing a quote and you don't hear back from the customer. We are here to help professionals make the most of our site. We've conducted extensive research into what professionals can do to use Thumbtack to their best advantage. We compiled this information into a Pro Center where professionals can go to watch videos and read articles with information on how they can be successful. We have a great Support Center with representatives who specialize in support through many different channels of communication. We've been able to help thousands of professionals and customers, and every complaint and concern matters to us. As a new and growing company, our reputation matters to us. We have a 9 step verification system in place to ensure that professionals are only receiving requests from interested and available customers. It includes automated and manual systems that filter through any requests that look fake, and makes sure that the request has the information that professionals need to determine if their a good fit for the job. It matters to us that customer requests turn into real work for our professionals, which is why maintaining our request verification system is crucial to our marketplace. The phone call that you received was most likely from one of our Pro Mentors. It's one of our programs that we have that's geared towards helping professionals get hired. Professionals can coach other professionals on things they can do to build their profile, write a winning quote, and much more. It's a new and more personal approach to the support that we provide, because we want you to receive advice from someone who knows the industry just as well as you do. We created this program with our professional's success in mind. It's another way that professionals can get the help and support that they need to get hired on Thumbtack. Thank you for reaching out to us about this situation. We would love to help you take advantage of all the information we have to help you be successful. Please contact us if there's anything else that we can do.

8/14/2015 Problems with Product/Service
8/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: They allow reviews on a process which the professional is not in control. The review process should be only on from hired customers. Allstar Moving is a customer (Professional) of Thumbtack and we are one of the top professionals in the Kansas City area for them. Thumbtack provides us leads to purchase and bid on through there system but limits communication to strictly messaging through their Thumbtack messaging board. Thumbtack tries to make it easier for the professional by auto populating pre-written messages based on the information that the customer has submitted to Thumbtack. This allows the professional to quickly get a response out to Thumbtacks customer. This works well if the customer submits the correct information allowing Thumbtack to auto populate the proper message. But if the customer does not enter the correct information then the message is wrong and must be corrected. Without the ability to speak to the customer or email the customer (Thumbtack does not provide) you can only submit quotes based on the information that was provided even if it is wrong. Once a quote is submitted then that customer has the right to leave a review on the professional even though they have never spoken to the professional. So our issue is the following. Thumbtack submitted a customer who requested a 4 bedroom home to be moved and auto populated a message based on a 4 bedroom home which is typically $110 per hour and 3 men. Our employee noticed that in the notes it mentioned that it was moving into a 1 bedroom studio apartment. With no way to actually speak to the customer to find out the actual details our employee chose to change the auto populated message to be a 1 bedroom studio which is $90 per hour for 2 men. The employee changed the price but made typo and left it as $90 per hour for 3 men. The customer decided to call us and schedule her move in which we told her the standard pricing for a 1 bedroom apartment is $90 per hour for 2 men with a 3 hour minimum. She decided not to schedule us at the time because she wanted 3 men instead of 2. The first message sent was a typo and we resent her the correct amount. She later decided she did want to schedule a move several days later but the days that she wanted were already booked. She got very angry and started harassing us trying to force us to move her. She submitted a complaint to the BBB because we could not move her and has now left a negative review on Thumbtack. This is our first negative review ever and she was not even a customer. We feel that Thumbtack needs to help us resolve this negative review since miss information was part of the problem as well as human error on our part. This is not an adequate review of our company therefore Thumbtack should look at removing this false negative review of their customer that was never a customer of ours. We even had to call Thumbtack to have her removed from our hired section cause she was marking us has hired even though we could not move her.

Desired Settlement: I suggest that Thumbtack change their policies allowing only hired customers of the professional to leave reviews or give the professional the ability to contact the customer to make sure that the information that was submitted was correct so an accurate quote can be given. It is not right for Thumbtack to allow a customer to leave a review of the quote/bid process when there is no way for the professional to verify the information. If they don't allow the professional to verify the information that they provide how can they allow the professional to be reviewed about that stage of the process. This is a huge issue that needs to be addressed in Thumbtacks procedures as it leaves the Professional very vulnerable and 100% dependent on the unverified information that Thumbtack provides the professional. Which in return does not portray the true reflection of the Professional. As a resolution we would like the negative review removed from our profile from the quote we provided from the unverified information that Thumbtack provided.

Business Response: Initial Business Response /* (1000, 5, 2015/07/22) */ Hello *****, I appreciate your feedback about our review system. Reviews are an important part of your Thumbtack account and I can understand your frustration with the review you received in this situation. Reviews are an essential part of a professional's business because they advertise the quality of the professional's service and give customers insight into what kind of experience they can expect to have with the professional. We work very hard to make sure that customers get an accurate representation of the professionals they are considering. Once an introduction has been made, a customer can post a review in regards to their experience. Having said that, we also recognize that there are two sides to every story and that a review may not always reflect the whole situation. This is why we encourage professionals to post replies to the reviews they receive. We want both parties to share their side of the story so anyone reviewing the information can make a determination based off of what both sides have to say. In cases where a bad review has been left, we also encourage professionals to reach out to the customer directly and work with them to address the situation. If a customer has their concerns resolved, they can contact us and request that the review be removed or updated to reflect the new situation. If for whatever reason, the customer's concerns can't be resolved or the review isn't going to be changed, posting a well written, professional response is a great way to demonstrate to your potential customers how you handle problems when they happen. I know you are concerned with customers being able to leave reviews before work has been done. Even though you were never officially hired in this situation, the interactions that you have during the hiring process are also important to customers. Reviews set the expectations of what kind of experience they are going to have. For that reason, customers can leave reviews detailing any part of their experience. I understand that you aren't satisfied with having this review on your account. I would be more than happy to discuss these options directly. Please feel free to reach out to me. ***** Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com

8/4/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Pay to play not a with no real responses. Our business has been affiliated w/ThumbTack 4 about 2yrs. We Were excited to join,Love business model.Paying 4 leads with only a PROMISE of return on your investment. It is not a good idea to continue use this as a practice with businesses who are serving community. We have been getting supposedly "request for service" 3 or more every week for the last 2 yrs, craps. The customers have your contact information, but no one ever calls. 3rd party requests. I'm sorry but at this point it just all seem be fake.

Desired Settlement: Refund the amount that was charged to our credit card plus interest. We will not purchase any leads until you show us that your service is legitimate.

Business Response: Initial Business Response /* (1000, 5, 2015/07/14) */ Hello *******, Thank you for reaching out to us through the Better Business Bureau. I can understand your frustration. Not seeing any success after being on our site for 2 years would be very difficult. I appreciate you reaching out to us so we could help. It's very frustrating when you make an effort to reach out to customers but don't hear back. That isn't the kind of experience we want our professionals to have. We want our professionals to be successful. To that end, we have done extensive research into what actions a professional can take to increase their chances of being hired. While we can't guarantee that every quote is going to result in the customer getting back to you, we have been able to create a set of best practices that increase the chances a customer will choose to work with you. We want all of our professionals to benefit from these best practices. To that end, we created a customer support group that helps professionals understand how to best use and get the most out of their Thumbtack account. We have also created online resources, such as https://www.thumbtack.com/pros/ and online webinars where professionals can research this information themselves. Having said that, we also understand that no process is perfect so we are always looking for ways to improve. We appreciate when professionals and customers reach out to us with their concerns so we can use those instances to help make our business better. Thank you for giving me the opportunity to discuss this information over the phone and share some of our best practices with you directly. I hope you will use them, because I think your business stands a great chance of being successful on Thumbtack. If you have any other questions, please don't hesitate to let me know. ***** Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com

7/28/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Thumbtack solutions recommended Mobile Labor for our move and after various and too many to write, we are trying to get compensated. We have talked with **** ***** with Thumbtack to resolve issues with Mobile Labor to replace, repair and get compensation but since our move on June 17, 2015, we haven't had anything happen. We have damages to leather couch, chair, bed frame scratched, bed rails scratched, storage units broken for garage, leg broken of loveseat, floors scratched, walls marred and gouged and many other timing issues that delayed walk-through and closing times for our buyer and myself to say the least of the issues. **** has tried to contact Mobile Labor and has taken them off their list of moving contacts but since Mobile Labor must not have insurance we have no way to collect. I am hoping Thumbtack Solutions will stand by their recommended contractor and make amends regarding the damages, repairs, and getting our deposit money back.

Desired Settlement: We want their insurance to get us a new leather couch, chair, fix our headboard and rails, money for the painting of walls and our deposit back. If the insurance can give us the compensation then we can hire people to get the bed pieces fixed and hire to paint.

Business Response: Initial Business Response /* (1000, 5, 2015/07/23) */ Hello Ronald, Thank you for bringing this situation to our attention. We expect all professionals on Thumbtack to provide high quality services and we investigate any reports from customers who notify us that they've had a negative experience. We appreciate you giving us the opportunity to assist you with your situation. Whenever we receive a complaint from a customer about a professional, we do our best to work with both parties to help them come to a resolution. If an agreement can't be reached, we will ask for documentation from both parties to try and determine what the appropriate resolution should be. If documentation indicates that a professional should provide a customer's desired resolution, we will ask them to do so. If the professional does not provide the requested resolution we will remove their business listing from off of our site. I know that your case was frustrating and we appreciated your patience while working with us and the professional. Because of your cooperation, we were able to determine that the professional should not continue on our site. You have helped us prevent your situation from repeating itself with another customer. We were very happy to work with you and I am glad we were able to provide an acceptable solution. If there is anything else that we can help you with, please don't hesitate to reach out to me. ***** Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com Initial Consumer Rebuttal /* (2000, 8, 2015/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) They helped all they could with me.

7/21/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Thumbtack listed a wedding photography job lead for****** *****, and charged pros to bid in spite the fact it did not verify the customer exists. Thumbtack listed a job lead from****** ***** for wedding photography on Sunday, June 28. The customer opened my bid and then took no further action, and I was charged 6 credits ($9) for submitting the bid. This name does not exist in public records or on social media, and was allowed to be posted and credits collected from bids submitted, even though the company says 'We review every customer request to ensure it's legitimate' on its website. When I asked the company for a refund, a customer support representative described the verification process this way: 'Our current process verifies customer identities through the request submission. When a customer comes to Thumbtack we ask them for their project needs, their name, and their email address. Other contact information is optional' ... 'If we discover that a Thumbtack user is violating our terms of use then we take action to correct those issues. I don't have evidence of that right now. Thumbtack filters requests by using a computer algorithm that flags any suspicious requests and new accounts. We then go in and manually check those requests that have been flagged as suspicious.' The claim that there is no evidence of the user violating terms of use, which state that a user must not misrepresent their identity, is untrue. The burden of proof to show that****** ***** is an individual who exists is on Thumbtack, which claims to check that every customer request is legitimate. Without showing****** ***** exists outside of this one request on Thumbtack, Thumbtack has not done the promised service of verifying the request to ensure it conforms to their terms of use.

Desired Settlement: A refund and a change in the description in advertising materials to truthfully reflect how leads are verified.

Business Response: Initial Business Response /* (1000, 5, 2015/07/14) */ Hello *****, Thank you for bringing your concerns to our attention through the Better Business Bureau. We work very hard to ensure only valid requests are making it through to our professionals, but we recognize that our system isn't perfect and appreciate any feedback that helps us improve. Our goal at Thumbtack is to help professionals grow their businesses by introducing them to new customers. Customers come to us looking for professionals who can help them with their personal projects. They fill out a request form that lets them provide details on the kind of help they need. We do our best to make sure that when those requests are submitted to professionals, they are legitimate opportunities for work. To do this, we've created an extensive review system that checks every request submitted through our site. We monitor for information that would indicate the customer is not actually looking to hire a professional. The system is certainly not perfect, so we always investigate any concerns professionals may have with the requests they receive. If we find that a request is not legitimate, we refund the credits a professional has spent to respond. Thank you for providing feedback and helping us to improve our system. I'm happy we were able to provide your desired resolution. If you have any questions, please don't hesitate to let me know. ***** The Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com Initial Consumer Rebuttal /* (2000, 7, 2015/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: TV was damaged while mounting to the wall. Professional and company will not replace. I'm filing a BBB complaint against Thumbtack.com because my situation has not been resolved through their Marketing Integrity Department. I hired a ***** (Business name: **************** and ********** Services) to mount my 78'' Samsung curved TV to the wall. ***** mishandled my TV and cracked the screen. I had my TV ready for ***** on Monday, 04/27 at around 10:30am. My TV was out of the box and sitting in its stand as it comes from the manufacturer. ***** placed my TV screen down to screw the brackets that he will later hook in the wall. When I inquired about that (my TV is curved, not flat, and the counter did not cover the entire TV) he said that he has been doing this for years and there was no problem. When he was ready to mount the TV I noted a crack in the screen, and I pointed that to him. I told him that the corner of the counter he used to lay down my TV had cracked my screen. He said it maybe did. But as always, he repeated that he was doing this for years and had no problems, whatsoever. He said that I should go to Best Buy and say that my TV came broken right out the box. He said that Best Buy had a 90 day return policy, and he even offered himself to go with me to Best Buy and that he will ''make them give me a new one''. Of course, I didn't take my TV to Best Buy, but I called them to see what they could do for me. They said, there was nothing they could do. When I informed ***** that Best Buy will not change/fix it for me, he started to twist the problem on me and said that the TV was already damaged, and that his technique had nothing to do with the damage. He said also to call Samsung because I have a one year warranty after purchase. I did call Samsung to see if their warranty covered physical damages. They said no, but they agreed to inspect my TV. Thumbtack Marketing Integrity behavior has been a little suspicious to me, as well. When I sent the first evidence (pictures and messaging) they said it was very helpful, and that they could see the damage done. Afterwards, they asked for the value of my TV and the resolution I was looking for. After I informed them that my TV is worth $6000 plus tax, and that what I'm looking for is for the replacement of my TV, things changed. The first evidence was not as helpful anymore. The pictures now were dark and not clear, and they couldn't tell the damage from them. I sent a video of the damaged TV and, again, it was not clear showing the damage. Finally, after the last set of pictures they could tell the damage, but now they needed to investigate what ***** had to say. ***** keeps denying that the TV screen was cracked by his technique, and keeps saying that the TV was already broken when taken out of the box. He did not take my TV out of the box. On 5/14/2015 I received an email from Marketing Integrity saying that my case is inconclusive, and that the evidence I sent couldn't prove that ***** was the one who damaged my TV. They asked me for more evidence. They said that they are not favoring any parts, but I feel they are crediting ***** side because my story is inconclusive, and his story is not.

Desired Settlement: I want my TV to be replaced.

Business Response: Initial Business Response /* (1000, 9, 2015/06/04) */ Hi *******, Thank you for bringing your concerns to our attention. We take the quality of our professionals very seriously and investigate any complaint we receive regarding work they have been hired through our site to do. We want to make sure we have good professionals who are providing great experiences. I appreciate the time you have taken to work with me on this case. I can understand the frustration you are experiencing and how difficult this has been. I am happy to explain why we have handled your complaint the way we have up to this point. Whenever there is a complaint between a customer and a professional, we here at Thumbtack do our best to work with both parties to come to a resolution. If there are differing stories or the two parties cannot come to an agreement, we will ask for documentation from them both to try and see if that helps determine what the appropriate resolution should be. If the documentation indicates that the professional is at fault and needs to provide a resolution, we will ask them to do so. If they do not, we can choose to no longer list them as a professional on our site. We expect excellent customer service from ourselves and our professionals. If the professional isn't providing great customer service, we do not feel comfortable continuing to send them customers. If for some reason there isn't enough evidence to indicate that the professional is responsible, we will still work with both parties to try and reach a resolution. We appreciate our customers and want to do everything we can to ensure they have a good experience. Sometimes situations happen outside of our control, like your case, and while we may not be able to directly resolve the problem, we are always willing to help in any way we can. Our customer support group is available to answer questions and work with either party to help them try and resolve their issue. We are still happy to work with you in regards to your damaged television and I appreciate you giving us the opportunity to address your concerns with how we handle complaints. If there is anything else we can do to help you, please let me know. I am happy to do whatever I can. ***** Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com Initial Consumer Rebuttal /* (3000, 11, 2015/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, Although when we spoke last time you said that the documentation I provided didn't show enough evidence that ***** was at fault, I was still intrigued on what kind of evidence ***** submitted to proof to be innocent. Was he able to submit pictures of my screen and tell you: "This is how I received this TV". Was he able to describe my TV damage? Because, if he was able to see it out of the box or while mounting and that he tried to help me, I'm sure he will remember how the crack looked like. When the incident happened he was so rushed to finish and get out; he barely looked at my screen when I showed him. He packed his belongings so quickly that he forgot some hardware and never came back for it. When I reached to you I had already try to work with *****, and it was unsuccessful. I understand that "harassing *****", like you mentioned, will not be helpful in this case. However, I'm left with a cracked screen. One more question, if the price of my TV was lower, would be handling this case differently? I feel that, since I disclosed the value of my TV there were barriers over barriers to try to fix this problem. Final Business Response /* (4000, 13, 2015/07/03) */ Hello *******, Thank you for getting back to us. I am happy to clarify further. When using Thumbtack, a customer is introduced to professionals who are able to help them with their project. The customer chooses from those professional the person they feel is going to be the best fit for their needs. Once that happens, Thumbtack is no longer involved in the project. If a problem arises, it is between the customer and the professional they hired. However, if either party decides they would like our assistance, we are very happy to work with both sides to try and help them reach a resolution. We do not have any limitations on when we will try to help our customers. Regardless of what the situation, expense, or issue may be, we want to help out as much as we are able to. We are happy to still work with you and if new documentation comes to light that indicates the professional is responsible for your damages, we will certainly reassess the situation. Please let me know if you have any other questions ***** Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com

7/17/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Thumbtack is not sending me "real" clients. I believe they are all fictitious! Ive been with Thumbtack for over 10 months and have not had one single client.....I'm a professional bass instructor with prior experience and when I "pay" for these so called "bids" no one never has ever replied except "two", and they also just mystically disappeared and never followed through with meeting me for the bass lesson. I even experimented by giving such a low bid that anybody in their right mind would have jumped at the opportunity, but still to no avail.....no customers...this company keeps trying to sound sophisticated when answering peoples complaints...but the fact of the matter is: EVERYBODY WOULD NOT "KEEP" SENDING COMPLAINTS IF IT WERE NOT TRUE! I called Thumbtack twice and they said told me to "spice up my profile" with videos,pictures,etc.....man I put pictures and videos of me on my profile appearing with big time, successful, professional musicians, actors, etc.....that everyone practically knows and still no clients even attempted to call and even question me about my bass guitar lessons....and this is even strange....since i've complained to them my cell and email has an average of 5 clients looking for bass lessons that Thumbtack has sent me.....before the complaint I would only receive 1 or 2 per week....and these potential clients don't respond to my bids either! *It does'nt take a rocket scientist to figure out that this company is bogus....I'm done with them ...what a waste of time and money.

Desired Settlement: PLEASE TAKE ME OFF YOUR EMAIL AND PHONE LIST!!!

Business Response: Initial Business Response /* (1000, 5, 2015/06/30) */ Dear ******, Thank you for bringing your concerns to our attention. I can understand your frustration with not seeing success through our site yet. We are always happy to discuss our business and answer questions about how we operate. I appreciate you speaking with me over the phone but wanted to also address your concerns here through the Better Business Bureau. We have lots of customers that come to Thumbtack looking for help with their personal projects. I know it can be frustrating when you try and reach out to as many of them as possible, but don't get an answer back. Each customer you encounter will have various reasons for deciding on which professional to work with. However, Thumbtack has done research and, alongside years of experience, we have discovered some of the consistent factors customers use to choose a professional. From those insights, we have created best practices for professionals to follow. While we can never guarantee you will get hired off of every quote you send, we do know that following our established best practices significantly increases the chances that a customer will choose you. We want all of our professionals to benefit from these best practices, so we have several options for professionals to access to them. We created a customer support group that is available to share that information and help professionals make the most of their Thumbtack account. We have also created online resources, such as https://www.thumbtack.com/pros/ and webinars, all with the purpose of making this information as accessible as possible. However, we recognize that things change and if we want to succeed we have to constantly work on improving our systems. To that end, we regularly reach out to customers and professionals alike to try and find ways to make their experiences better. All of those efforts are to make sure we are connecting the right customers to the right professionals so that more professionals get hired more often. I appreciate the opportunity to address your concerns and I am glad we were able to discuss them over the phone. I wish you the best of luck with your business and if you have any questions, please don't hesitate to reach out to us. We are always here to help. ***** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com www.thumbtack.com

7/15/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I am at present totally dissatisfied with Thumbtack's company. I spent 36 dollars to get any response, but no response was garnered.No refund given. Thumbtack relies on quotes, where you have to spend money to get leads. Problem is, the leads go nowhere and highly suspected that they are "bots"..I've gotten "leads" that notified me in the middle of the night. Did my best to contact every one, but no one responded. Found out that several people have the same problem, they get no responses. Therefore, I demand my 36 dollars back as a matter of principle. I was totally dissatisfied with the product. The company is disingenuous at best.

Desired Settlement: Just a refund and deactivation of my account and deletion of any photos or any videos associated with my account.

Business Response: Initial Business Response /* (1000, 5, 2015/06/26) */ Dear ******, We appreciate you bringing your concerns to our attention through the Better Business Bureau. I can understand your frustration given the experience you have had. You have spent time and money sending quotes, and it hasn't resulted in the jobs you were hoping for. I appreciate you giving me the opportunity to address those frustrations. Here at Thumbtack, our focus is to help professionals, like yourself, grow their businesses by connecting them with new customers. Our success only comes when we help professionals be successful, so we work hard to help our professionals get hired as often as possible. I can understand that it is very frustrating when you send a quote and don't hear back from the customer. There are many reasons why this may happen. No two customers you encounter are going to be the same and even though their reasons for not responding to your quote may vary, we have years of experience that have provided us with good insights into some of the consistent factors customers use to choose a professional. From those insights, we have created best practices for professionals to follow. We want all of our professionals to benefit from these best practices, so we have created several options for professionals to get access to them. We created a customer support group that is available to share that information and help professionals make the most of their Thumbtack account. We have also created online resources, such as https://www.thumbtack.com/pros/ and online webinars, all with the purpose of making this information as accessible as possible. However, we recognize that things change and if we want to succeed we have to be constantly improving our systems. To that end, we regularly reach out to customers and professionals alike to try and find ways to make their experiences better. All of those efforts are to make sure we are connecting the right customers to the right professionals so that more professionals get hired more often. Part of that is making sure the requests that customers make are good jobs for you to quote on. In order to try and ensure only quality job opportunities are coming to you, we have created an extensive verification system that reviews each request. It is certainly not perfect, so we do encourage professionals to reach out to us if they feel they have received a questionable request so we can investigate further. If we find that the request isn't legitimate or there are other concerns, we are happy to refund any credits professionals have spent to quote on that request. We also use those instances to make improvements to our verification system. I appreciate the opportunity to address your concerns and I am glad we were able to provide you with your desired resolution. Good luck with your business and if you have any questions, please don't hesitate to reach out to us. We are always here to help. ***** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com www.thumbtack.com

7/15/2015 Problems with Product/Service
7/2/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Deceptive Practices I joined THUMBTACK to get jobs for my entertainment business. It appears that there are a TON of people submitting requests for entertainment services so I figured I would give it a go. Over the past few years, I have spent a good deal of money on the service but was never able to get an jobs from the service. Either the lead never responds, or there is some other response such as client hired outside of thumbtack. It also seems that there isnt enough information to even be able to book a job and you arent allowed to ask questions UNTIL you purchase the lead. Pricing for eact lead has gone up and you need to buy a certain minimum amount of credits to do anything. Im not sure what is going on with this service, but I feel that I have been cheated out of a LOT of money. Also, I believe that leads from Thumbtack are bogus. Therefore, I am requesting a full refund from Thumbtack. I have received several leads from this company, which automatically throws up a red flag - an average of two to three leads a day. I became curious about as to whether or not this company was legit when I offered a very low rate and even with the LOW rate, there was no further response other then the "the client has read your quote". The few leads I have spoken or emailed to, said they would get back to me, but never do. I got very suspicious about Thumbtack, so I began to do some research online (which I should have done in the beginning), and I found that so many people had the same complaint as I did.

Desired Settlement: I would like a refund for all of the money I have spent on Thunbtack since I feel it is fake as you cannot book ANY of the leads.

Business Response: Initial Business Response /* (1000, 5, 2015/06/11) */ Dear ****, Thank you reaching out to us through the Better Business Bureau. We appreciate any and all feedback and look forward to the opportunity to answer questions about our business. I also wanted to thank you for taking the time to correspond with me via email so we could discuss your concerns directly. I wanted to make sure and address them here, through the Better Business Bureau, as well. I can completely understand your frustration with not seeing results from the money you have spent on our site. You not only spent money, but time as well, and it didn't yield the results you expected. Here at Thumbtack, we want you to be successful and I am glad you contacted us so we could help you. Our goal is to help professionals grow their businesses by connecting them with new customers. We can only be successful when our professionals are successful, so we work hard to help our professionals get hired as often as possible. When it comes to getting hired, the customer is the one who has the final say. No two customers you encounter are going to be the same. Some may be looking for the best value and focus on cost while others are more concerned about your reviews. How they make their decisions may vary but fortunately we have years of experience that have provided us with good insights into some of the consistent factors customers use to make their choice. From those insights, we have created best practices for professionals to follow. We want to make those best practices as accessible to our professionals as possible, so we have created a customer support group that is available to share that information and help professionals make the most of their Thumbtack account. We have also created resources, such as https://www.thumbtack.com/pros/ and online webinars, as other options for professionals to learn and use our best practices. However, we recognize that no system is perfect and that our business must constantly be improving to ensure we are able to continue helping our professionals grow. We regularly reach out to customers and professionals alike to try and find ways to make their experiences better. All of our efforts are geared towards helping professionals get hired by connecting them with the customers who need their services. We take the quality of requests made by customers very seriously. To that end, we have created an extensive verification system that reviews each request. It is certainly not perfect, so we do encourage professionals to reach out to us if they feel they have received a questionable request so we can investigate further. If we find that the request isn't legitimate or there are other concerns, we are happy to refund any credits professionals have spent to quote on that request. We also use those instances to make improvements to our verification system. I appreciate you giving me the opportunity to address your concerns and I am glad we were able to provide your desired resolution. Thank you again for listening to my suggestions. I wish you the best of luck with your business and if you have any questions, please let us know. We are always here to help. ***** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com www.thumbtack.com

6/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Contacted Thumbtack about a contractor for an outdoor room. The person they recommended turned out to be a convicted criminal. I left a note on Thumbtack on Sun. May 17 about a person to build an outdoor room. Very quickly I got a message from a **** ******** that he was interested. He said he would call tomorrow - didn't. I was curious and tried to reach his website - didn't exist. I searched by his published business name - nothing. Then I did a search on several sites and there is no **** ******** in the US! I then did a reverse phone number search and the number belongs to ***** ****** In researching *****, he is a convicted criminal who has changed the names of his company about 26 times and used many versions of his name. Now it seems he has a totally new one. http://www.wcnc.com/story/money/consumer/2014/06/19/XXXXXXXX/ ********************************************************************************************* That this company would plan to send a convicted criminal to someone's home is in itself criminal in my opinion!!! I have enough sense to check things out, I'm just worried for others who may be duped by this company and this scam artist.

Desired Settlement: I just want to keep honest people from being preyed upon by criminals!

Business Response: Initial Business Response /* (1000, 7, 2015/06/04) */ Dear *****, I am reaching out regarding your recent BBB complaint against Thumbtack. I want to thank you for bringing your concerns to our attention. The safety of our customers is extremely important to us, and we were very concerned by the information you provided. I would like to detail the steps we have taken to address your concerns. One of our top priorities is to make sure that Thumbtack is a safe and trusted marketplace. It is our goal to have the highest quality professionals available for our customers. If a concern regarding a professional's background is raised, we will always investigate to verify if the allegations are true. If our investigation confirms there are issues, the professional's listing will be removed from Thumbtack . Based on the information we found while investigating your report, the professional in question is no longer listed on our site. Again, we place great importance on the trust and safety of our customers and marketplace, and we make every effort to ensure that is maintained. Thumbtack is constantly seeking ways to improve our service. We recognize that the security of our site and safety of our customers is an area that requires continued innovation. We are currently working on improving our screening process of all professionals currently on Thumbtack, as well as those that will join Thumbtack going forward. We feel this is necessary as we continue to grow and be that trusted brand when seeking professionals. I appreciate the opportunity to see this matter resolved. Thank you helping us make our marketplace safer. If you have any other questions, please contact us anytime, we're always here to help. Simon Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com

6/22/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: company misrepresent contractors that runs a scam to scam people's money. I found contractors through Thumbtack and hired the contractor based on their website. I contacted the company letting them know that the contractor damaged my home and ran off with our money paid about 75% of the contract agreed yet he has not completed his end of the bargain to complete the renovation agreed. He took our money citing that we did not pay him enough to finish the project. After multiple attempts collecting more money for incomplete work and paid money for the materials to be installed like baths and kitchen, he ran off and avoid contacts from me. He finds reasons to not show up to meet and he managed to strethced out 3 months to get us to pay before he finished by lying to us he had ordered the granites as well as the stone slabs for the master baths and promising that they will be installed but he nor any of the granite people showed up. He continued blaming the neighbor messing up his work disrupting his flow for various reasonwhich he, as a contractor, should be able to solve. For this reason, he is just a scam artist with no experience in construction nor was he properly insured, licensed nor bonded which he claim on advertisement listed by Thumbtack. Thumbtack took about about a month contacting me mostly by phone. When they finallly agreed and found that they would resolve the issue, the agent who I was dealing with at the time told me on the phone that they can only pay the amount which i paid the contractor, Mr. ***** ******** about $15,500 excluding the plumbing ans electrical costs. I told him that we needed more because he actually did more damages than what he actually did. He or his crew bork our glass window which costed us time ans money $400 to replace, repair needed to take care of the mess and damaged he made in our home, and he or his crew took or stolen our 2 saws left at our home at the time they were there working. They did not cover appliances, or walls, doors to protect from dust and damages. I have sent all pictures and some emails regarding my claim to help support my case for more reimbursement on top of the 15,500 promised by ******, staff working there at Thumbtack. He told me he will have this re-examined. About 3 or 4 weeks later? he called and told me that the manager decided to only reimbursement of 8500 to help us move along fixing the home ourselves since we told them we no longer considering hiring anyone because of this scam situation we went through plus we have no money left from the ordeal. I told him what he promised us before ans now we were offered less in compensation instead. I was extremely disappointed but till thought this is some money we still need and thought that if I disagreed and wait, they may not even give me less and less so i told them just give me that funds for now so we can at least pay for the tools and materials. We had to still pay double mortgage since the house were in bad condition and could not move in to sell the other house. I also told them this but they could care less I guess. I still believe that that are very responsible for the situation we were in as we trusted their website to hire dependable ans trust individual with experienced and insured and bonded to protect the consumers. The representative, ****** told me they were not obligated to paying us the amount but they were just doing so to help us out for what happened to us with that particular contractor. I tried to contact through email to have all this down as much as I can but they only call me on the phone and so I do not have written promised which was made. I wanted people to know that never depend on website or hire or pay contractors more than what was needed and agreed. If anything is not what was promised, don't pay. Call the insurance ans bond and find out what was covered and how long they have been with the company. This contractor cancelled the insurance and the bond was ought to cover any city code violations only not to cover incomplete work or honor his contract!!

Desired Settlement: I want the business to fully be responsible for the all the money lost to the contractor, ****** ******** which we hired under their website. This contractor has no clue or experience and did not hired experienced crew to do proper work. This contractor was not as advertised. He was not properly bonded nor insured. I have attempted to filed with bond and insurance but both failed. We were left with more damages than we cam in with. I have sent them pictures and plenty of evidences to support this claim. Not only damaged to home but also to our appliances, walls, doors, broken window, replace Ac due to costly cleaning from the dust that they caused clogging the system, using ac, without installing air filter. They left our house in condition that was not habitable where was before. Plumbing was improperly installed, criss crossing hot with cold lines. Walls left opened, drywall improperly installed which we had to remove and reinstall. dust had to be sweeped and vacummed up. Ceilings had to be resurfaced and smoothed out and repatched with cement where the contratore unecessarily drilled causing damaged and permanently effect the integrity of the cent ceiling. Floors were cut opened and live electrical left in the opened. All electrical and plumbing were improperly cut and not capped. We talked to the city inspector and he told us all we needed was a circuit box where all electrical wires are to be connected. He did not required drilling in the ceilings to do so. That is what Mr. ***** ******** decided to do to screw us over so that he finds a reason to leave the contract. The electrician he hire did do proper wiring. He did not even have a clue what he supposed to be doing. He supposed to ask us but this was all a scam to get us to pay over what was agreed upon. The contractor lied to us that he would take care of all electrical and plumbing since this was simply reconfiguring of the kitchen. He claimed our neighbor messed up the plan and schedule and he could not manage to continue so he just kept all the money and left us to deal and pay the plumber and electrician the balance of 2200 plus 200 and another for $500 due at the final inspection.If we did not pay the plumber, he threaten ed us to have a lien on our house. Both of which were hired by Mr. ****** ******* and we paid him to take care of that but that was not the case. When everything stalled, I contacted both the plumber ans electrician to finish the work but that did not help. Mr.******** to go around his back to deal with the electrician and the plumber which he called his friends. I simply set out to get work done since he refused to give us updates and refuse to continue work. He wanted us to pay all the money to the contract and still wanted to say that is still not enough. He have not gotten a single thing completed in the contract. He left trach at at house ans i have to plead him to remove them. I had charged us dumpster but never gotten one saying not space. So 3-4 weeks into the contract and paid him 15,500 plus plumbing and electrical work deposits(over half down on both) , everything stopped. He gave us excuses after excuses. He used paid money to get root canal done then got infection and took more days off to have surgeries then later told us he had tire blow out ans missed a meeting which we came. Later his family in hospital, then later his car over heat and left tile guy at our house alone to do the worse job. and last when he won't meet me as promised to have master tile intalled, he had a strep throat. Does thus sound like he was running a scam or an honest business contractor? he has not record for his works or so claimed experiences. This guy is huge ans weighs like 600 bls. I learned the hard way. His innocent facade look convincing and innocent and we trust the wrong website and guy to hire. This was all expressed to Thumbtack and they they should pay us for the lost $ and time and damages.

Business Response: Initial Business Response /* (1000, 5, 2015/04/15) */ Dear ***, I appreciate you reaching out to us with your concerns and corresponding with us through email to resolve this issue. We are happy to continue working with you until we come to a resolution. I wanted to take the time to outline what we have discussed in regards to your BBB complaint. This dispute has been understandably frustrating and we are sorry to hear the impact that it is still having on your family. We obsess over our customers, and their experience with our site. On the rare occasion a dispute between a customer and professional is brought to light, we want to be as helpful as possible in seeing the matter resolved favorably for all parties involved. After reaching out to both parties in this dispute, there were discrepancies in the stories. When this happens we will ask for any documentation related to the complaint. This provides us enlightenment on what steps should be taken to provide a positive resolution. When only one party provides documentation, we will favor their requested resolution and require the other party to comply. While Thumbtack is an advertising service and is not a part of the professionals business, we try to do everything we can to help resolve disputes. If a professional refuses to comply with the reasoned solution to the complaint, Thumbtack will explore additional options to resolve the complaint. Subsequently, we will pursue further action against the professional's account, permanently removing professionals from Thumbtack when appropriate. In this case, you had provided us documentation while the professional had not. When asked to rectify the situation, the professional refused, therefore we removed him from Thumbtack. We want to be fair in making decisions by basing them on documentation we receive. If new documentation surfaces we'd be happy to reconsider any decisions we have made. Please send over any additional documentation so we can review it promptly. I look forward to working with you towards a positive resolution for this unfortunate circumstance. ***** The Thumbtack Support Team Phone XXX-XXX-XXXX Email *******@Thumbtack.com www.thumbtack.com Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am working on getting the cost to fix and move forward which Mr. ******** abandoned. I did supply the quote to you before and it costs more to fix the damages and to finish the work in contract with Mr. ******** FMI Construction. You told me once i have supply proofs, pictures, and the quotes then you will process to help us with getting back the funds lost. However, you only gave us back half of what was paid to Mr. ******** based on reasoning that he did some work but I have shown proofs that his work were not complete but to the contrary made more damages that needed more attention and to have redone. The money that was sent to us merely covers the money we paid him to buy the counter tops for kitchen, slabs for master baths, ceiling finish, as well as sound proofing which he failed to do none. He did not order nothing and did nothing he promised. He basically took all our money and did not work. He trashed our house and caused electrical and plumbing damages as well as permanent damages to the cement ceiling structure and etc. We only asking what was paid to him in order for us to pick up what was left and do what was need to correct the mess he left behind that were not there before. Not to mention the health risk he put us through breathing the dust that covered our house!!! I just need Thumbtack to step up and get us the remaining balance in order for us to pay someone who has the experience to finish the baths, paint, floor, kitchen install as well as addressing plumbing and electrical that were improperly cut off. We have wasted too much time going over this over and over. What was promised to us was the exact amount paid to Mr. ******** I have submitted the checks to you. I am trying to get some receipts that has the largest amount of the equipment rental, purchases that my husband purchased to some of work which Mr. ******** failed to do at all. I will also send a copy of the recent quote from a person who we trust to do some of the work on the contract. Again, he only have time to address some of the most important things 1st then he will give us estimates to to whatever we need after due to his work time schedule. I hope you will process the paper work and help us with the remaining amount to help us pay him as we have NO money left!!!We have been literally charge on credit card we can't afford to pay on equipment and materials trying to do what we can. The quote for 2-4 job is only for labor not including materials!! Please look for my email to Thumbtack customer service for the receipts and quote for the jobs. Final Business Response /* (4000, 11, 2015/06/10) */ Dear ***, Thank you for getting back to us. I completely appreciate the frustration and difficulty you are facing while the issues with your home remain unresolved. We are still very interested in working with you until things are taken care of to your satisfaction. I appreciate you sending over those items of documentation. I will be reviewing that information and reaching out to you so we can discuss where things go from here. My goal is to work with you until we take care of everything that needs to be resolved. If you have any other questions or concerns, please don't hesitate to contact us. ***** The Thumbtack Support Team Phone XXX-XXX-XXXX Email *******@Thumbtack.com www.thumbtack.com

6/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I have purchased "credits" to submit quotes to potential customers from this website for over a year. One case with over 40 quotes given. Unacceptable I have paid over $70 to this company in order to send quotes to potential clients. In over a year, I have obtained one case. I have routinely offered quotes below market price in order to entice potential clients. I have attempted to follow up with clients, only to find that their contact information is not valid. This website is a scam.

Desired Settlement: I would like the money spent credited back to my credit card.

Business Response: Initial Business Response /* (1000, 5, 2015/05/21) */ Dear ********, Thank you for reaching out to us through the BBB. I appreciate you allowing me to discuss your concerns over the phone the other day; I am glad we were able to answer your questions and reach a positive resolution. I also wanted to take the time to acknowledge your concerns here as well. Our goal at Thumbtack is to help professionals connect with new customers as often as possible, which helps them grow their business. We succeed when our pros succeed, so we work hard to help our professionals get hired as often as possible. We have customer support specialists whose specific job is to work with professionals and help them best use their profiles and quotes. There are online resources as well, such as https://www.thumbtack.com/pros/, that offer helpful tips for professionals to increase their chances of being hired. While we work hard to have a great site, we also recognize there is always room for improvement. We regularly reach out to professionals and customers to get feedback on how we are doing and what we could do better. We are constantly making adjustments to both our request and quoting processes, specifically directed at increasing the frequency professionals get hired. The quality of the requests we get is very important to us. We have created a verification system that reviews each request through our site. This helps ensure that only quality requests are being passed ** to our professionals. This system isn't perfect, so we encourage professionals to reach out to us if they feel they have received a questionable request so we can investigate further. If we find that there is an issue, we refund the credits that were spent on those requests. We then take the information from our investigation and use it to improve our verification process. Thank you again for reaching out to us. I am happy that we were able to address your concerns and if you have any other questions, please let us know. ***** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com www.thumbtack.com

6/4/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have re-opened my account with this agency and been purchasing credits and no booking results. This was a clear waste of money. I have re-opened my account with this agency and thinking if I got a better website and more accolades my business would bloom. I been purchasing credits and still absolutely no booking results. I have website, clear pictures of my work and excellent customer service. I get more bookings other way of advertisement and online galleries. This was a clear waste of money and I would like my money back and closing out my account all together. I am not referring anyone to this service. I truly believe these are fake and spam accounts requesting services just to get peoples money. SPAM!

Desired Settlement: I just would like all of my money back and deletion of my account.

Business Response: Initial Business Response /* (1000, 5, 2015/05/15) */ Dear *******, Whenever a complaint is brought to our attention, we address it with the utmost care and urgency. I appreciate you allowing me to discuss your concerns over the phone the other day; I am glad we were able to come to a positive resolution. I wanted to take the time to acknowledge your concerns as outlined below. It's understandably frustrating to invest time and money on Thumbtack and not see a return on those efforts. We can only succeed if our professionals succeed - that's why we work hard to help our professionals get hired as often as possible. Our dedication to the success of our professionals has led us to build a phone support team as well as support pages on our website. For example, https://www.thumbtack.com/pros/how-thumbtack-works#get-hired, has been designed with the specific purpose of helping professionals increase their hire rate. Through research and feedback from our professionals and customers, we have gathered a multitude of tips that we are eager to share. We have seen Thumbtack do amazing things for business across the country and we strive to help each professional reach that level of success. To achieve our goal of growing professionals businesses, we must connect them with serious, interested customers. Our extensive verification system reviews each requests that comes through to help ensure only the best are being sent to our professionals. Our system is not without fault and we understand improvement is constantly needed. Therefore, we encourage professionals to reach out to us if they feel they have received a questionable request so we can investigate further and refund credits if applicable. I appreciate you giving me the opportunity to share suggestions that can increase your chances of getting hired. We want you to do what is best for your business and I am glad that we were able to provide your desired resolution. If there is anything else we can do to help, please contact us. ***** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com www.thumbtack.com

5/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Spam inbox overloaded after using this service Via a smartphone, I signed up for a few quotes for lawn care service through Thumbtack. After about 20 minutes, I got so many responses I cancelled the notifications and presumably deleted my info from Thumbtack's data base. Now, my personal e-mail is flooded with spam. Coincidence? Nowhere did I see that Thumbtack would distribute my personal information. I'm very concerned about my privacy as a result. ADDITIONAL DETAILS: Case is being handled by another organization:

Desired Settlement: Thumbtack needs to figure out a way to ensure security and notify potential consumers this may be the result. I hope I don't have to change my e-mail address as a result.

Business Response: Initial Business Response /* (1000, 5, 2015/04/30) */ Contact Name and Title: ****** Thumbtack Support Contact Phone: X-XXX-XXX-XXXX Contact Email: *******@thumbtack.com Hi ******, I am writing in response to your BBB complaint against Thumbtack. We tried reaching you directly to address your concerns, but we have been unable to connect. I will therefore address your concerns here. We strongly believe in keeping the privacy of customers who use our site. As a business, we will not be successful without the trust of people who using Thumbtack. Our "Privacy Policy" states that we collect personal information in order to provide services to you, to respond to customer inquiries, for internal research to improve product, and other internal needs. You can read the full policy here: https://www.thumbtack.com/privacy. Another step Thumbtack has taken in order to keep email addresses private, is setting up a platform that gives customers and professionals the ability to communicate through a Thumbtack messenger. This gives the customer an option on whether or not they want to disclose their email or other personal contact information to a professional. Whenever a customer places a request with Thumbtack, the request is syndicated to hundreds of professionals in their area who match the criteria listed. However, you will only receive up to up to five quotes from professionals. We limit the amount of quotes in order to avoid flooding your inbox since we send an email alert for each response to a request. Our email log shows that you received three quotes within ten minutes, I understand how that stream of emails so quickly could seem excessive. We do have options to turn notifications off so that you can check your Thumbtack profile for quotes, and avoid receiving emails. If you have any more questions regarding Thumbtack's processes, we have agents on call to assist you with adjusting notifications and other concerns you may have. Please reach out to us at X-XXX-XXX-XXXX. Sincerely, ****** The Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com Initial Consumer Rebuttal /* (3000, 7, 2015/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I show no records of the organization reaching out to me as indicated in their response. The privacy policy referenced was not apparent when using a smart phone application. I ask that the company verify that all personal information they may have on file be deleted. Final Business Response /* (4000, 9, 2015/05/22) */ Hi ******, I really appreciate you getting back to us. That is very important feedback. One of our main focuses is to always be improving and we are grateful when someone lets us know where we can get better. I have passed **** concerns about viewing the privacy policy from the mobile site to our mobile product team. We certainly want to make sure our customers can easily find that information, regardless of how they access our site. As you requested, we have deleted your account and removed your email information from it. You will have received an email confirming that your email was updated and that should be the last contact you receive from the site. We do not have any other personal information from you. Thank you again for your feedback and if you have any other questions, please feel free to contact us. Sincerely, ****** The Thumbtack Support Team XXX-XXX-XXXX *******@thumbtack.com www.thumbtack.com Final Consumer Response /* (2000, 11, 2015/05/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/29/2015 Problems with Product/Service
5/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I joined Thumbtack.com to get photography jobs. I research some of their leads and they came out false. This is a scam. This is a scam as they load many false jobs as leads that we bid on and that is where it ends. Some contact you from where I am not sure, could be thumbtack itself, but that is it! No jobs! Nothing and I have paid a considerable amount to thumbtack for the bidding process. I recently took a survey thumbtack offers for its site and also offers you s $120 Value prize after taking the survey. That is a scam as well. If you read the fine print, it says you will be charged the full amount of the watch if you keep it. What a scam! Thumbtack should be fully investigated and I want every penny back that I spent on bidding and monthly dues. I am the press and will also write a story on this group for the media. I will talk to my lawyer tomorrow, for further action against Thumbtack.

Desired Settlement: I am seeking a full reimbursement of all funds I have paid toward Thumbtack, including Dues and payments toward the bidding process. Close this company before they get too big to shut down.

Business Response: Initial Business Response /* (1000, 5, 2015/05/21) */ Dear *****, We appreciate you reaching out to us through the BBB about your concerns and allowing us an opportunity to address them. I can understand how frustrating it would be to invest time, money and effort into our system and not see anything in return. Here at Thumbtack, our goal is to help professionals grow their businesses by connecting them with new customers. We succeed when our professionals succeed, so we work hard to help our professionals get hired as often as possible. A few of the things we have done include creating a customer support group who are available to work directly with professionals and help them make the most of their Thumbtack account. We also have online resources, such as https://www.thumbtack.com/pros/, that offer helpful tips for professionals to increase their chances of being hired. We now have years of experience that we are eager to share with our professionals in order to help them see more success. Having said that, no system is perfect and we recognize that we should be improving our processes constantly. We regularly reach out to professionals and customers alike to try and find ways to make their experiences better. All of our efforts are to help professionals get hired by connecting them with the customers who need their services. The quality of the requests that customers make through our site is very important to us. To help ensure that quality, we have created an extensive verification system that reviews each request. It is certainly not perfect, so we encourage professionals to reach out to us if they feel they have received a questionable request so we can investigate further. We do refund credits if applicable. We also use those instances to make improvements to the verification system. I did want to address the concerns with the survey you took. As far as I have been able to research, we haven't offered a survey with a watch as a reward. If you could please forward any information you have in regards to that I would be more than willing to investigate further. I am happy that we were able to provide you with your desired resolution and if there are any other questions that we can address, please let us know. ***** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com www.thumbtack.com Initial Consumer Rebuttal /* (2000, 7, 2015/05/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) They stated they would return all money spent with there company. This was the BBBs triumph as I was unable reach any agreement with their office. Their response is very colorful but their business is unscrupulous and knows how to cover it up this way. Some of the people I bid on for jobs, I found did not exist.

5/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My Account was deleted, simply for asking Thumbtack to "Qualify" a Client's Budget prior to sending out Leads that I pay for. For the past 5 Months I have been dealing with Managers ****** and **** in the Salt Lake City, Utah Office about "Qualifying" a Client's Budget, prior to sending out Leads that myself and other Professionals have to pay for, only to have the Client become "verbally abusive" or want to "haggle" over the price because they can't afford the Entertainment they seek. Somehow, Manager ****** got involved with this, and derailed any further conversations between myself and the Managers ****** and ****. ******'s resolution to this problem was to simply delete my Account, and also block me from calling. I offered a viable resolution to this matter by simply stating that the Client check a box that applies to their Budget, with the Lowest Amount being the "average" of what Professionals in the area would provide that Service for. ****** seemed to think this was much too complicated. Apparently his way of resolving this problem was to simply delete my Account, and block me from talking with anyone who actually wanted to help.

Desired Settlement: I would like my Account reinstated, with Credits to compensate for the loss of Leads that I have had as a result of this.

Business Response: Initial Business Response /* (1000, 8, 2015/04/23) */ Dear *****, We appreciate you reaching out to us through the BBB about your concerns. One of Thumbtack's core values is to always be improving. We openly accept feedback from our professionals and use many of those suggestions to make positive changes to our platform. We recognize and understand your desire for a budget related question on the request forms related to your professional category. We have found that in some professional categories, providing a budget option leaves some customers confused about what price is acceptable to pay for those services. They may then choose a lower amount than what they are budgeting for so they are not overcharged. By doing this, professionals pass ** that request due to the budget they have selected, which causes a disservice to both our customers and professionals. We have an entire team analysing and improving this process with feedback from customers and professionals. We are grateful for all feedback provided, as it guides our focus and research for improvements to our site. We will continue to evaluate all of our processes and seek out ways to create a more comprehensive request and quoting process. Though the suggestions you have made may not have been implemented at this time, they may be if we find them to be beneficial in the future. It is our goal to be the premier service for introducing customers to the right professionals to complete the projects most important to them. We believe that requires constant growth and innovation, and the feedback given by those that use our service is the best source to determine which changes will be most effective. Whenever a concern is brought to our attention, we strive to provide a positive solution for all parties involved. As we continue to grow as a business, the safety of our customers and employees is of the utmost importance. We take concerns of abuse and harassment very seriously, and it is our desire to be as helpful as possible in our attempts to ensure a quality experience for both customers and professionals. Unfortunately, despite our efforts to assist with your suggestions, the interactions became abusive towards our representatives. Though it is always our goal to provide assistance, even in the most difficult of situations, there is a level of professionalism that must be adhered to. While we admire your skill as a professional, we have decided to no longer list your services on Thumbtack. We greatly appreciate the time and feedback you have given us as we continue to grow and improve. Samantha Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com

5/4/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I am writing this complaint, because the leads from Thumbtack are bogus. Therefore, I am requesting a full refund from Thumbtack. I have received several leads from this company, which automatically throws up a red flag - an average of two to three leads a day, since I signed up on March 2, 2015. I became curious about as to whether or not this company was legit when I offered a very rate and also when I offered FREE tele-classes (specifically related to the need of the lead) AND a FREE coaching session, and only received one response. When I contacted the person, she sounded like she was about thirteen. She told me that she would call me back, but I never heard from her again, even though she sounded very interested on the phone. After this, I got very suspicious about Thumbtack, so I began to do some research online (which I should have done in the beginning), and I found that so many people had the same complaint as I did. People also complained that many of the "professionals" have NO credentials! I was shocked! So, I set myself up as a "fake lead" to find out who I was in competition with. I set myself up as Felisa Ramsey on March 25, 2015. I received the names of five "professionals" to review. I was again shocked when I discovered that many of the so-called professionals did not have any credentials! Some said we have "many years of life experience." I believe that this company and the individuals involved with it are taking (stealing) peoples money, including mine. Therefore, I am opening this case in hopes that the BBB will be able to step in and take action against this company so that innocent individuals are not harmed by "unqualified professionals" and so that "real professionals" are not taken advantage of. Thank you for your assistance.

Desired Settlement: I am seeking a full refund of $58.60. I do not desire to get any further leads from this illegitimate company. Thank you, *******

Business Response: Initial Business Response /* (1000, 6, 2015/04/14) */ Hi *******, We appreciate you reaching out through the BBB about your concerns with Thumbtack. We want every professional to feel they are heard when it comes to an issue. I tried reaching out to you by phone, unfortunately we were unable to connect. I wanted to take the time to address your concerns here. Our goal is to help professionals grow their businesses while making it easier for customers to hire professionals to complete their personal projects. We strive to make it easier for professionals to grow their businesses; while creating a way for customers to easily connect with those that can help them complete their most important projects. To achieve growth of our own company, we must help our professionals increase their business - this is accomplished by providing quality customer requests and supporting our professionals every step of the way. Our goal is to create a positive experience for everyone who uses Thumbtack and we welcome all feedback to help us ensure this goal is met. It is understandably frustrating to quote on a customer and never hear back from them. We want our customers to hire who they feel is best to complete their project; we genuinely hope that one of the professionals who quoted meets the customer's expectations. To help us understand what goes on behind the scenes, we have features to gain more feedback from customers after they have submitted their request. One way we receive this information is by emailing customers to find out the status of their request. Customers are offered the opportunity to update the professionals on the status of their project. Our Support Team is happy to talk with our professionals over the phone, through email, or on social media to help in any way we can. Additionally, we have filled our Pro Center and Help Pages with tips and tricks to increase our professionals' success. If there is anything further that we can do to help please reach out to us. It's up to each professional to determine what licenses are necessary and follow their local, state and federal laws. We obsess over the safety of our customers therefore we provide them with tips to review when considering the hiring of a pro: http://www.thumbtack.com/safety Customers who place requests on Thumbtack have a variety of needs and we want to accommodate that within reason. Per our Terms of Use, we do not tolerate professionals placing requests to gain information about their competitors, nor do we allow false requests. The account you have created to place that request has been deleted and all the professionals who quoted have been refunded. Going forward, additional actions violating our Terms of Use will result in permanent removal from Thumbtack. If there is any confusion about our Terms of Use, please let us know. We look forward to helping you grow your business. ******** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com www.thumbtack.com

4/29/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I went on Thumbtack website looking for a Pest Control professional I entered who I was looking for and within a hour I got a response from **** Johnson Pest Control. He came to my business on January 17,2015 to do a evaluation I was not there at the time so he called me and he gave me ideas to help to control the mice also he gave me a price of $160. He came out on January 23,2015 I had to handle some other business so I gave my daughter the money and I told her to make sure she get a receipt. Later that evening l ask her how did the pest control baiting go and she told me that he sprayed for bugs and he moved around the traps that I had placed myself.My daughter told me that Mr. ******* told her he would have to order more supplies and she paid him the $160 ( in which she should not have given him the money. January 26th he called to tell me that he had car problems and he will come out on January 30th. On January 29th he told me he still had problem and he needed more time so I told him that if he cannot fulfill his contract that I wanted my money back. So I emailed Thumbtack to make a formal complaint the customer service rep.ask me to email her the invoice when I got the invoice from my daughter l notice that Mr. ******* filled out the invoice like he completed all of the services that's when I knew that **** ******* is season con man he had all of his ducks in a row. I immediately knew that Thumbtack would not be giving my money back in which the service rep told me yesterday. What happen to the customer is always right.

Desired Settlement: $160.00

Business Response: Initial Business Response /* (1000, 5, 2015/03/16) */ Dear ******, I appreciate you taking the time to bring your concerns to our attention. Our Marketplace Integrity Team has been working with you in regards to this issue. I would also like to respond to your concerns publicly. At Thumbtack we are passionate ***** our customers, therefore we treat complaints very seriously. It is Thumbtack's mission to introduce customers to qualified professionals. We invite professionals to display their qualifications and experience on their Thumbtack profile in order to help customers better compare professionals. We believe the customer knows their needs better than anyone else and is therefore the most qualified individual to determine which professional is the right fit for their project. As such, Thumbtack does not vet or promote any particular professional on our site. In the end, regardless of the situation, we are dedicated to taking care of our customers. If a dispute arises between a customer and professional, Thumbtack reaches out to both parties to investigate the situation. We then encourage the customer and professional to work towards a resolution together. Through our investigation, we have found that the professional performed services as contracted to do. The professional made additional follow ups as well to make sure services rendered met what was agreed upon. Thumbtack truly cares about our customers' experiences, so we encourage them to leave reviews. We believe in 100% transparency and reviews will remain as long as they abide by our Terms of Use. Thank you again for reaching out to us about this situation, if there is anything else we can do for you, please contact us. ******** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com Initial Consumer Rebuttal /* (3000, 7, 2015/03/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) In my complaint I stated that Mr. ******* filled out his invoice as if he provided and completed the services, as stated in the complaint Mr. ******* is a liar and a con man and when I stated that he did absolutely nothing to justified $160.00 that I paid him that is what I mean I have so reason to lied if Mr. ******* provided me with good service I would have been more than happy to give him a good review. Also how could he provide a follow up service when he did not provide the service that I paid him for from the start. The only way this complaint will be resolved is I want the $160.00 refunded back to me. Sincerely ****** **** Final Business Response /* (4000, 12, 2015/04/24) */ Dear ******, I appreciate you reaching back out to us with your concerns about this unfortunate circumstance. We are happy to continue working with you until we come to a positive resolution. I wanted to take the time to outline what we have discussed in regards to your BBB complaint. Thumbtack cares deeply about our customers, as such we take complaints very seriously. We are profoundly sorry for the stress and disappointment this professional has caused you. We expect professionals to provide services that emulate the values we hold of our own company. Anytime we receive a complaint about a professional, we reach out to both parties so we can hear each side of the story. By doing this, it allows us to work towards a resolution together. While Thumbtack is not a part of the professionals business, we want to do everything we can to help resolve disputes. As mentioned, our goal is to provide an excellent experience for customers who use our site. Though our investigation into this matter indicates the professional did fulfill their obligations, your satisfaction with the service is what is of the greatest importance to Thumbtack. We would like to speak with you further about the positive solution we have for the situation. We have attempted to call, unfortunately, we have not been able to connect with you. I will continue to reach out so we can see this resolved. Feel free to reach out to me as well at your earliest convenience. ***** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com Final Consumer Response /* (2000, 14, 2015/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thumbtack has reimbursement me the $160.00 I paid to Adam ******* Pest Control Services for services that he claimed he perform and he did not.

4/28/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Thumback purports to be a lead source for professionals when in fact it is a scam. We invested nearly $300 to prove that their service is bogus. Let's start with the score from ****** Off Consumer 314 COMPLAINTS 0 RESOLVED $53.3K CLAIMED LOSSES $170 AVERAGE 170K VIEWS *** ********** Mar 17, 13:19 Email to Thumbtack Support Dear Sir / Madame: I am amazed that Thumbtack would actually believe that it will succeed in taking more of our ad dollars without us getting anything in return. I have attached the purchase history that represents over Thirty quotes we paid for without ONE single booking. We have photographed over 500 weddings and received over 160 five-out-of-five PERFECT reviews on the Wedding Wire to date. Any of your "prospective" brides would see the difference a professional studio offers versus a "newbie" with a camera just starting out. Just to prove a point, we decided to bid at the low end of a bride's budget or a personal looking for professional portraits. If their budget was $ 800 - $1,000, we would bid $795. If their portrait budget was $200 - $300, we would bid $195… well below our studio professional fees but it proved our point. It does not matter whether we bid low or high the result, or lack thereof is the same… zilch. Cudos for having come up with such a great money making scheme to build your bottom line. As far as we are concerned, the Professional Photographers of America (PPA) should conduct a survey to see if other member professionals have had similar no results. We will not be purchasing any more credits unless you can give me a significant incentive to recoup our losses to date. *** ********** DigiTar Studios Thumbtack auto-reply script ***** ****** (Thumbtack Support) Mar 18, 19:57 Hi ***, We apologize for any frustration you may feel from our recent credit package update on Thumbtack. I realize this change may affect the way you use Thumbtack to grow your business but I’d like to explain the reason behind these changes. We noticed that some pros were only quoting once or twice before giving up, so we looked deeper into which factors help professionals get hired on our site. Based on our research, professionals who quote frequently are some of our most successful pros on Thumbtack. We are only offering credit packages because we want to encourage you to quote more often and meet new customers. We understand that you’re using Thumbtack to grow your business and we want to make sure that you’re getting the most out of your credits. With this in mind, I’d like to give you specific suggestions to help you improve your chances of getting hired. Please give me a call or reach out via email, and I’ll be happy to help. Please contact us if you have any feedback or questions. ***** The Thumbtack Support Team Phone XXX-XXX-XXXX Email *******@Thumbtack.com www.thumbtack.com/pros ***** ****** (Thumbtack Support) Mar 18, 19:57 Hi ***, We apologize for any frustration you may feel from our recent credit package update on Thumbtack. I realize this change may affect the way you use Thumbtack to grow your business but I’d like to explain the reason behind these changes. We noticed that some pros were only quoting once or twice before giving up, so we looked deeper into which factors help professionals get hired on our site. Based on our research, professionals who quote frequently are some of our most successful pros on Thumbtack. We are only offering credit packages because we want to encourage you to quote more often and meet new customers. We understand that you’re using Thumbtack to grow your business and we want to make sure that you’re getting the most out of your credits. With this in mind, I’d like to give you specific suggestions to help you improve your chances of getting hired. Please give me a call or reach out via email, and I’ll be happy to help. Please contact us if you have any feedback or questions. ***** The Thumbtack Support Team Phone XXX-XXX-XXXX Email *******@Thumbtack.com www.thumbtack.com/pros

Desired Settlement: Full refund for credits purchased from December 02, 2014 to date.

Business Response: Initial Business Response /* (1000, 5, 2015/04/01) */ Dear ***, It's understandably frustrating to spend time and money sending quotes without being hired. Therefore, we have created resources to help professionals grow their businesses. We have built a knowledgeable support team, hosted professional success webinars, and provided self help pages such as http://www.thumbtack.com/pros. Forbes wrote a wonderful article outlining our endeavors, ************************* As described in this article, we have helped thousands of professionals including photographers in your area, see this landing page for reference: http://www.thumbtack.com/fl/tampa/wedding-photographer/ Supporting our professionals in growing their businesses also includes providing real customer requests. When a customer places a request on Thumbtack, it is first processed through our extensive verification system. Only requests that pass **** be sent to our professionals. We understand that no system is perfect. Due to this, we appreciate hearing from professionals if they feel they have received a questionable request. This way, we can investigate the request and refund credits if applicable. As a company we are continually improving our site to create a better experience for those who use it. To do so, we need feedback from professionals like you. You were not the only professional who voiced discontent with the new quoting package system. Listening to feedback from the professionals on our site, we have returned to our previous method of allowing the purchase of credits by quote amount for seasoned professionals. If you are willing to give us another chance, there still are complementary credits on your account. I'd love to work with you one on one to create a strategy that will lead you to success on Thumbtack. However, we want you to do what is best for your business; please know we are here to help. ******** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com Initial Consumer Rebuttal /* (3000, 7, 2015/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The 20 credits that Thumbtack added to my account were only after they had a "rep" callus and apologize for not reading our emails and sending scripted emails... like the response above. They agreed that from the 1st week we signed up we WERE DOING EXACTLY what they recommended and more. We bought blocks of credits and sent out multiple bids, over 33 to prospective brides alone. I challenged the caller from Thumtack to give me the name of one professional studio in the Tampa Bay area who is actually an accredited and very experienced studio to give a reference for Thumbtack. There is none. The response above simply has you check out a link to all the other people, professional or otherwise, who got sucked into this scheme. This response again shows the arrogance and ignorance of Thumbtack when they try to be "politically correct" and say nice-nice... If you are willing to give us another chance, there still are complementary credits on your account. I'd love to work with you one on one to create a strategy that will lead you to success on Thumbtack. However, we want you to do what is best for your business; please know we are here to help. Needless to say WE DO NOT WANT YOUR CREDITS, THEY WASTE OUR TIME! WE WANT A REFUND. The caller from Thumbtack said, " we can not give a refund since you already spent your money on Thumbtack...". If Thumbtack wants to give us UNLIMITED credits until we actually sign up just ONE wedding session, we will remove our complaint because that is the only way we have any chance to recoup any of our financial losses. Have a nice day! Final Business Response /* (4000, 9, 2015/04/22) */ Dear ***, We appreciate you reaching back out with your additional concerns. When a complaint is brought to our attention, we diligently work to provide a positive solution. We have tried calling numerous times to discuss this matter with you but our attempts to connect with you have failed. Our goal is to help professionals grow their businesses. We can only achieve this goal by sending them real customer requests and supporting them by providing tips and tricks to succeed. We never want our professionals to feel like they have wasted their time, this is why we return the effort by providing tips that we have gathered over the years through research. We strive to create an exceptional experience for our professionals, and we appreciate you pointing out areas we can improve in. With thousands of professionals on our site, we do not have a list readily available of those who succeed. One of the reasons behind this is we do not want professionals to compare themselves to other businesses, customers have a wide variety of needs and we want our pros to remember that "one professional type does not fit all" . We provided the link to show professionals in your area that have been hired multiple times. I wish we would have been able to talk on the phone to discuss a resolution to your concern. We wish your company success in whatever advertising methods you choose. As a courtesy, we have refunded a total of $71.96 to the card used to purchase credits. Please reach out to us if there are any additional concerns or questions. ******** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com Final Consumer Response /* (2000, 11, 2015/04/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I hired ******* Computer Services to replace the screen in my laptop. He ended up being wrong about many of the things, and damaged the laptop itself. I hired ******* ******* from ******* Computer Services on Thumbtack, as he said he would be able to replace the screen for my laptop. I gave him the specific name of my laptop, Asus UX31A-BHI5T11 Ultrabook 13.3" Touch Screen Laptop, which he said he had the capability to fix. He said the service for the replacement would be $40, and it would cost $150 for the screen. After about a week after receiving the laptop, ******* called me and told me that he was unable to fix the laptop. He said that the screen was glued in, and it would take him too long to fix it. Even though he said he would return the laptop for free, I decided to pay him $50 for how much time he spent on the laptop. He returned the laptop to me completely taken apart, his reason being that it would save another person hours of work. I sent the laptop home to my parents, and made sure that FedEx put extra cushioning to ensure that nothing happened to the laptop. My parents received it and took it to another computer service, called St. Louis Computing, which has been around since 1996. They said they would be able to fix it, and so I got it dropped off at their location. They called thirty minutes later, saying that the screen was not glued in, but rather the person needed to just know how to take it out without damaging the bezel. Then they said the screen would cost at least $400, but the actual laptop had parts that were warped when ******* took the laptop apart. They said they would literally have to put the laptop completely back together, but even so, parts are warped so it wouldn't work. They said it would be cheaper to buy a new laptop than to fix the computer. So ******* ******* was wrong about how to replace the screen, the price of the screen, and actually caused damage to the laptop.

Desired Settlement: I fully expect to be reimbursed for the laptop. I am going to have to buy a whole new laptop (my laptop cost $1200 when I purchased it), so I expect to receive part of that as reimbursement. Please let me know if you have any questions. Thanks, *****

Business Response: Initial Business Response /* (1000, 5, 2015/04/03) */ Dear *****, I appreciate you taking the time to bring your concerns to our attention. We have reached out to you, via phone, in hopes to connect but have not been successful. I want to take the time to address your concerns here. At Thumbtack we are passionate ***** our customers, therefore we treat complaints very seriously. Our mission is to help customers find professionals in their area to help them complete their personal projects. We invite professionals to display their qualifications and experience on their Thumbtack profile in order to help customers better compare. We believe the customer knows their needs better than anyone else and is therefore the most qualified individual to determine which professional is the right fit for their project. As such, Thumbtack does not vet or promote any particular professional on our site. In the end, regardless of the situation, we are dedicated to taking care of our customers. If a dispute arises between a customer and professional, Thumbtack reaches out to both parties to investigate the situation. We then encourage the customer and professional to work towards a resolution together. Thumbtack truly cares about our customers. Please give us a call as soon as possible, X-XXX-XXX-XXXX, so we can work with you to come to a positive resolution. ******** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com

4/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Your vendor did not honor our contract and wrongly billed me. Thumbtack continues to do business with them. I spoke with ******* in your Marketing Integrity group to help me with my dispute against Only Websites. Full documentation, copies of my credit card statements, detailed written explanation, copy of my agreement with Only Websites were provided. False promises by ******* were made telling me that he was going to help me get my refund and that there were things he could do on his end to pretty much ensure it. Only websites charged me $1798. Per our contract I was not supposed to be charged in full until my website was completed (design and development) and I had approved everything. They charged me anyways. From a series of unethical events (one being they would not accept my calls anymore and blocked my emails) I notified them that I could no longer do business with them and I that I wanted a refund. This was at the end of November 2014. At that point I had nothing to show for the charges they wrongly billed - not one file, no design, no website. Since the project started in June my credit card could not refund me because of the statute of limitations. ******* was notified of all of this (I'm happy to re-forward the complete documentation). Only Websites was in complete breach of contract. After speaking to Only Websites he was told they had completed files/work they had done on my site and so he took their word for it (even though at that point he had NO proof they forwarded me anything and I had NO work from them) and told me there was nothing he could do. I also told him that I had to hire another web developer at that point and they had to start from scratch (we are now 3 month after I ended my relationship with Only Websites - so of course I had to hire someone new and since I had no files or preexisting work - everything had to be done by scratch). He didn't care - he just said they sent him the files they did (even though I had nothing)? I thought it so was unethical - the promises he made and when it came down to it he simply sided with them even though he had all of my documentation and at that point I still had nothing to show for it. I didn't even have proof they sent him any files. His team is called Marketing Integrity and it was far from integrity. The way this situation has been handled was unethical. And, there was no concern that Only Websites could do this to other Thumbtack customers. A couple of weeks following my conversation with ******* - Only Websites sent me their files. Nothing was done in good faith here at all by anyone involved on Thumbtacks side or Only Websites. Whatever files that were sent to me are USELESS. I have had to pay for a new developer to start from scratch. And, even with this said I'm still out $1798 from Only Websites with nothing to show for it. I find Thumbtack to be unethical for siding with a company that has proven to operate this way simply because Thumbtack makes money off of their vendors. Their business model is such that every bid their vendor submits they make a percentage. They choose money over doing the right thing.

Desired Settlement: I would like to request that Thumbtack require Only Websites to provide me with a full refund of $1798 to be in good standing and in order to continue to use Thumbtack as a platform to solicit new customers.

4/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Had the WORST customer support experiences: This agent (identified himself as ***** made me CRY, got defensive, and told me to LEAVE their service. The issue began when a false review was posted by an angry customer. We are a moving company and through Thumbtack received a criminal (customer). From beginning to end, this customer was a nightmare, but because of our loyalty to Thumbtack, we did our best given the circumstances. At the end of the move, the customer starting trying to negotiate the price. We explained that we charge hourly, and reminded him that he agreed to our terms, both in written and oral form. After two hours of stalling, the customer agreed to pay and thanked us for our services. The very next day, we received a call from this customer demanding a full refund OR he was going to write a ********* review on Thumbtack and make it is so long that I'll ruin your business." We asked the customer what had went wrong or why he was demanding a refund, but have yet to hear of a real reason. In order for a customer to select our company for their needs, they must request a quote via Thumbtack's platform. Then, multiple companies can respond/compete by sending their rates/details. During this exchange, two parties agree to terms and bind to an informal contract. We've shown Thumbtack multiple written exchanges, with the customer agreeing to all the terms. After the false review from this customer was posted on our Thumbtack page, all business halted. Not a single call has come in from Thumbtack; in fact, when we reached out to potential customers directly, they pointed out this particular review. Since we were paying for these quotes and losing each one, we reached out to Thumbtack immediately. They refused to take down the review, claiming it did not violate their Terms of Use - despite me pointing out multiple ways that it did. I followed their Terms of Use, and showed how the review was not only false but attacking. After multiple emails back and forth, we finally received a direct call. Unfortunately, we missed the first call and called back at our first opportunity. This is when the NIGHTMARE began. An agent by the name of ***** picked up and turned this bad incident into a nightmare. This was by far the WORST CUSTOMER SUPPORT I have ever received. My partner is a customer support manager for a company and I've dealt with customers for years and never have I experienced anything like this. He drove us to tears, telling us we deserved the review, siding with the review and saying that despite the length that it was a true evaluation. He gave attitude, was condescending, provided no support, made you feel like you were the criminal and you had something to prove. This is a company that you pay to get these kind of customers? Stay away. They will let anyone post ANYTHING. I thought I really liked Thumbtack, because it seemed more genuine than Yelp - more honest. Reality is, it's more of a FRAUD. You pay them daily, just to get ignored in the end. They will not remove any review, despite if you get an angry customer who wants to lie or not. When we told him we'd leave Thumbtack, unless we felt protected, this agent told us, "You probably should. We don't need you." WOW. Have you heard of any company sending you off? Or How about him raising his voice when we were inquiring on how to get past the length? This is ridiculous and completely traumatizing. He made us feel that moving forward, we have no voice and should blindly pay and gamble whether you get a nice or deceiving customer. Who would ever pay for that?

Desired Settlement: Removing the false review that even ender Thumbtacks Terms of use it states that reviews: that are false, inappropriate, or defamation of a business, they will remove these types of reviews… WHich they didn't.

Business Response: Initial Business Response /* (1000, 5, 2015/02/27) */ Dear *****, I am writing in response to your recent BBB complaint against Thumbtack. Thumbtack takes pride in providing care and attention to all of our customers and professionals. We appreciate you reaching out to us about your concerns. I want to take the time to address your concerns, as outlined below. Here at Thumbtack, we hold the standards of our customer service in high regard. We strive not only to be the best service in our industry, but also provide the best customer service in the industry. We obsess over our customers and their experience when they contact us for help. We strive to provide helpful information to address customers' questions or concerns. We value transparency and we openly acknowledge areas of improvement. Thumbtack aspires to create a positive experience for those who reach out to our support team; we apologize if your recent experience did not meet those aspirations. While we may not always be able to provide the solution a customer is requesting, we should always work towards the best resolution for all parties involved. Since growth and improvement are two things we seek as a company, we welcome your feedback. We strive to keep the same value of transparency we previously described in the review system on Thumbtack. It is important to us as we grow as a company to establish ourselves as someone that can be trusted. We feel that an open and fair review system is key to building that trust. Customers, who are introduced to a professional on Thumbtack, are able to leave reviews to provide feedback about their experiences with that professional. The feedback from those customers can help advocate and grow the professional's business on Thumbtack. Customers rely heavily on reviews when they are considering whom to hire. We feel an open review system is important to allow customers the opportunity to build trust in the marketplace. This is why it is our policy not to remove reviews so long as the customer and professional have done business together. To do otherwise would compromise the integrity of our review system. We recognize that there are two sides to every story, which is why professionals have the opportunity to respond to any review they receive. We have found that a well-written, professional response to a negative review can have just as much of a positive impact on a professional's reputation as a positive review. Most people recognize that not every interaction is going to go perfectly. Seeing how a professional responds to a difficult situation speaks highly of their professionalism. If a professional is having a difficult time crafting a response to a review, we are more than happy to help by offering suggestions. Our goal is to help each professional find the greatest success they can on our site. Here at Thumbtack, we do not attempt to be the judges of which reviews are true or not. Many times reviews can be subjective and based on a customer's feelings about his or her experience. We do not believe that it is fair to tell a customer how they are allowed to feel about a situation. Reviews are also a space where customers are able to freely share their feedback, within reason. In this particular case, the review did not have any material that would violate our Terms of Use, which is why we have not removed the review. While the customer's feedback was lengthy, it focused on their experience. It is not our intention to take sides by so doing, it simply means we did not find anything in the review that would warrant removal. We suggest writing a professional response to the review, and would be glad to offer suggestions to aid in doing so, if you are interested. We understand the importance of protecting the integrity and reputation of your name, and we must do the same for our business by upholding our review policy. However, it is understandably frustrating to receive a negative review. We want to be as helpful as possible while maintaining the integrity of our review system. Though we have made the decision not to remove the review, we absolutely want to provide as much assistance as we can to find a beneficial resolution to all involved. If you feel that pursuing legal action to have the review removed is the best course of action, we understand and are glad to provide any information we can that may be of help. If a court of law does find the review to be false or slanderous and orders the review to be removed, we will gladly comply once we have the documentation to do so. We have found the best option to be that we allow reviews to be updated or changed by customers, which often happens when a customer feels his or her complaint has been resolved by a professional. We have found that when a professional reaches out to the customer to discuss the complaint, and works to find a positive resolution, customers often willingly remove or update a negative review. Reaching out to the customer to resolve such complaints in a friendly, professional way is a great way to ensure the continued success of your business, which is Thumbtack's goal as well. We have attempted to reach out to you, but have not been successful in connecting with your company. We would like to discuss this situation further with you at your earliest convenience. We hope to hear from you soon so we can work toward a positive resolution to this matter. ****** Thumbtack Support Team Phone X-XXX-XXX-XXXX E-mail *******@Thumbtack.com Initial Consumer Rebuttal /* (3000, 7, 2015/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you to ****** for taking the time to address our concerns; unfortunately we find the response to be unsatisfactory and furthermore an advocate for our cause. The response to our complaint begins with a macro, automated and generic paragraphs, sent to virtually every customer that reaches out. How could this be personal? This is quiet contradicting to your initial statement that, "Thumbtack takes pride in providing care and attention to all of our customers and professionals." Such great care that you send the same macros to everyone? Is that really necessary in an already sensitive circumstance? Very attentive and caring. Furthermore, Thumbtack states and emphasizes that they are someone one can trust; yet if a customer leaves a false review, Thumbtack prefers to "stay out of the equation." This has been confirmed by their head of customer service, and multiple staff. Although they state, "It is important to us as we grow as a company to establish ourselves as someone that can be trusted. We feel that an open and fair review system is key to building that trust." They do not disclose that a 'fair review system' means they will take the side of the review, at the expense of the professional. No matter what. Thumbtack prides itself that they, "obsess over our customers and their experience," but this is clearly not true. From the initial email to support, to the multiple phone calls, and now a BBB complaint - they devalue the professionals and value the costumer/consumers. They want revenue from that angel, not us professionals whose life depend on these words/reviews. We have yet to be offered a resolution or to be provided the best customer service in the industry. Instead we keep getting the same route responses, as if a script is being read. Every time you speak with a different Thumbtack agent, you hear each contradicting themselves and their team members. How is it that no one is on the same page? Aren't there only one set of rules? How is it that we are being told contradicting information, and different services are being outlined and performed. Thumbtack has a Terms of Use, but if you try to reference it, Thumbtack will simply say "we do not need to follow it strictly." How trusting is that? A company who does not even follow their Terms of Service? A legal document. Then why is it posted and drafted? For legality. When we asked the manager of why they were not following their Terms of Service, he honestly stated that they "did not need to strictly follow their policies; this is a loose outline of procedures." ****** states that the review does not violate Thumbtack's policies, yet we are happy to outline multiple violations. This review violates the Terms of Use on the basis of being "excessive in length," and having, "false, libelous, slanderous, and defamatory" information. We have shown this to multiple agents and this can be publicly viewed for all. This review is extremely length in nature, contains numerous false statements/accusations, and is slanderous and defamatory in nature. This review was posted as a form of black mail and we have shown this to Thumbtack on multiple occasions. Despite the clear examples and voluntary burden of proof, Thumbtack refuses to remove the false rant. Even though there are clear violations of their Terms of Use, their agents insist and pride themselves on leaving an 'open community.' And what happens if someone crazy leaves a fabricated experience? Good luck removing it! Thumbtack will not remove ANY review. NO MATTER WHAT. Only if one uses profanity. What kind of a trust could be built on this premise? No professional could trust anyone like this; it is trusting blindly. This experience has shown us that Thumbtack is on the side of the random customer and not the returning professional. They are worse than Yelp in that respect. Thumbtack states that they will remove a review based on false information. In one of our reviews, the customer contradicts themselves the entire time. Making bogus accusations and clearly lying in his path. Multiple agents have confirmed this. Yet the review remains. Truth is, Thumbtack will not remove a review based on false information. This false policy/promise and many others are the backbone of Thumbtack. They have a pretty, legal document that has no meaning in actuality. Every time we went over the Terms of Use and the violations, we were met with a smart come back, a loophole, or a way to bring it back to a 'No.' We reached out to Thumbtack in hopes of finding a new, stable relationship. Instead, we feel taken advantage of. All the money we have spent on quotes, time spent on this, and this is how we get treated in the end. Customer's feedback is instrumental in our growth and development. We value all experiences, good and bad. Your worst customer is your best source of knowledge. With that being said, we've always had both positive and negative reviews. What we can not condone, are false reviews. This has been the root of the issue. Thumbtack standing by a false rant, versus looking further into the situation and examining all sides. Customers should beware that Thumbtack does not follows their Terms of Use; in fact, it is a loose framework of false hope. This is evident in every conversation or communication exchange. They will blatantly admit this. And if the customer is lying? They advise you to go to court. Instead of doing due diligence, the professional is sent to do more work, pay fees, and be further inconvenienced by a deceitful personal. Does this sound fair or just? Before reaching out to Thumbtack, we tried to resolve the matter on our own. From repeated outreach, to multiple calls and discounts, this customer was growing out of control. After repeated refunds, we grew out of resources. This customer still wanted more money and now began threatening to go to social media if we did not budge for more refunds. When we finally stood our ground and tried to be fair, this customer threatened us with black mail. This is when and ONLY why we reached out to Thumbtack. When things became unfair and illegal. Yet we are still being treated like the robber. Yet we have clearly been robbed. The word Integrity is used repeatedly in this response, yet that is not indicative of the character at Thumbtack. There is nothing morally acceptable about what has transpired here. Thumbtack is allowing a false review. This is not honest, nor moral okay. In addition, integrity refers to being whole and undivided, yet clearly - Thumbtack is not whole, but divided. If they were whole and undivided, they would find a resolution that would benefit ALL parties, not leave one in distress and frustration. It's been weeks now, if not months since this issue has occurred, yet Thumbtack claims to "obsess" over their customer. Which part is being obsessed over in our case? Nothing is made urgent, nor expedited in any manner. When we last spoke with an agent, he confirmed all of our thoughts and had absolutely nothing to say in return. Thumbtack states that they provide great customer service and obsess over their customers, but how have they helped us? Maid us happy or satisfied? Made us feel like they took care of our issue/concerns? We were told that Thumbtack can attempt to contact the customer. So if they can not get a hold of him, how does that help me? How have they resolved our issue? How has thumbtack taken care of us? Other then allow criminals (they have no filter on people) to write false, illegal, defamatory comments about our business. Thumbtack has allowed a stranger to slander our business; and thus has physically and emotionally caused me a lot of pain and suffering. This is far from resolved and I am not hopeful at all. I hope people see this and are aware. I bet most of their reviews are 'revolved' because people miss the correspondence from BBB or neglect the deadline. I highly doubt any or most of these issues were truly resolved. Final Business Response /* (4000, 9, 2015/04/02) */ Dear *****, Thank you for reaching back out to us so we can continue working to resolve this matter. Clearly, this is very important for you and your business; we want to give the proper time and attention in helping to see this resolved. I want to assure you that your concerns are important to us as well. We are committed to continuing to work toward finding a resolution. We last spoke on March 16th to further address your concerns. In that conversation, you raised several points that you requested we address with the customer. We have since spoken to the customer regarding those points, and they agreed to make some edits to the review that they felt were fair. We have reached out to update you on those changes, unfortunately, we have not been able to connect as of yet. We will continue to reach out to you so we can discuss those changes with you directly. We would like to address your concerns regarding our terms of use and how it is applied as far as reviews are concerned. We have made it a point to not edit or remove reviews from customers in order to uphold the integrity of the review system. However we do reserve the right to edit or remove reviews in extreme circumstances. If we find inappropriate content in a review, we will do our best to edit the offending material while preserving the main body of the review. We do not attempt to be the judges of which reviews are true or not. We recognize that customer's thoughts about an experience may differ from those of the professional, but neither opinions are unfair to express. In order to establish an unbiased view, we offer professionals the ability to write a response to all customer reviews. This helps ensure professionals have an equal opportunity to be heard, as well as to showcase their pursuits to resolve the customer's concerns. We have recently made improvements that allow professionals to edit their responses in an attempt to make it easier to manage those responses. We have found that when professionals reach out to a dissatisfied customer, they are often able to resolve the issue at hand. We want our professionals to be able to display the quality service they provide, even when it has not been an ideal situation. Having a chance to update their original response allows them to display the results of their efforts to resolve the customers complaint. Our goal is to provide the best experience possible when using Thumbtack. On occasion the need arises to investigate certain complaints in order to ensure the trust and safety of our marketplace. Our objective is to always remain neutral as we investigate such complaints; our interests do not lie in taking sides. We strive to determine what has transpired so we can better determine, if any further action is applicable. Thumbtack values fairness by resolving each complaint with favor for all parties involved. We understand the impact that reviews can have on a professional's service. Though we value transparency, that is not to imply we support false or malicious reviews. If, during the course of our investigation, we receive documentation that clearly shows wrong doing, we will take all appropriate actions. If there is any documentation that you are able to provide, that shows the customer has indicated they are going to make admittedly false statements with the intentions of harming your business, we ask you provide us with that information for further consideration. We genuinely care about our professionals, we want to ensure that we are protecting them, as well as our mutual customers. Your frustrations in regards to this situation is completely understandable. Rest assured, that though there is a disagreement about our decision not to remove the review at this time, we will continue to work with you in an attempt to find a favorable resolution. We look forward to speaking with you again soon. ****** Thumbtack Support Team Phone X-XXX-XXX-XXXX E-mail *******@Thumbtack.com

3/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Website clearly states that you can buy just enough credits to send a particular quote but then require a 1st time purchase of 20 credits I signed my company up for their referral service under the assurance that I would not be required to purchase any more credits than I needed to to submit a bid as a response to someone looking for our services. When I attempted to submit my first quote on 2/16/15, I was directed to enter my credit card information to purchase 20 credits (18 more than required to submit a single bid). When I emailed them about this their response was that in order to be successful with their service we would need to submit at least 10 bids therefore an initial purchase of 20 credits is required. Nowhere in their online advertisement does it stipulate this requirement. On the web page that stipulates how the credit system works it specifically says "You can buy just enough credits to send a particular quote, or you can save time and money by purchasing discounted packages to send this and future quotes." (bullet point #3 at http://www.thumbtack.com/pros/credits). This is a deceptive business practice and I would never have spent the hours it took me to set up an account on their site had I known I would be forced to purchase more credits than I needed. I have since canceled my account with them.

Desired Settlement: I simply wish it to be known that this company engages in deceptive business practices. They should be required to post their requirement to purchase a minimum number of credits up front plainly on their website.

Business Response: Initial Business Response /* (1000, 5, 2015/03/05) */ Dear ****, We appreciate you reaching out to us through the BBB about your concerns. When we receive notice of an unsatisfied professional or customer, we do everything we can to resolve the matter. We tried reaching out to you by phone, unfortunately we were able to connect. I wanted to take the time to respond to your concerns here. Thumbtack was created with the goal in mind to create a way for professionals to grow their businesses by easily finding new customers. We strive to support our professionals in their endeavors by providing them guidance through our Pro Center and Support Team. We constantly improve our site to create a better experience for those who use it. In the spirit of improvement, we now prompt first time professionals to buy a credit package enough for 10 quotes at a 30% discount. We feel that allowing professionals to only buy credits for one quote creates the expectation that they will be hired immediately, which is often not the case. By requiring new professionals to buy credit packages, we are setting up the right expectations that it may take a couple quotes before getting hired. Our eagerness for the increase success of our professionals when utilizing the quoting packages, left the verbiage on our platform outdated. Our intentions were never to mislead anyone when it came to buying credits, and we truly apologize if this was how you felt. We have now updated our site to reflect the changes. We appreciate you bringing this feedback to our attention, and hope that in the future, if there are any other suggestions you have, you will reach out to us. Please feel free to give us a call if you have any further questions. ******** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com

3/23/2015 Delivery Issues | Read Complaint Details
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Complaint: I used a thumbtack recommended photographer and she ripped me off. I had a photo shoot on Nov. 30, paid her in full (Shannon Rose Photography) $500. She ripped me off. These were my family's Christmas presents. She stole my presents. Thumbtack has e-mailed her and claims they will remove her from the site, but, I am out my photos and my Christmas. I contacted the TV station and the police in her town, but, no response as of this time. PLEASE HELP!

Desired Settlement: We can't replace. We had 18 people , some from out of state. I want a refund.

Business Response: Initial Business Response /* (1000, 5, 2015/01/06) */ Hi *****, We appreciate you reaching out to us through the BBB about your concerning experience with a Thumbtack professional. It's a truly unfortunate predicament that has occurred. We are devoted to working with you to achieve your desired resolution while hopefully providing an overall positive experience. Although we have been privately communicating, I would like to outline what we have discussed here. Thumbtack cares deeply about our customers. We apologize immensely for the distress this professional has caused you and your family. Each and every complaint that is brought to our attention is handled with care and urgency. When we receive a complaint, we start by reaching out to both parties so we can listen to each side of the story. Professionals are often eager to fix any misunderstandings once they are aware of the situation. We are truly just as disappointed as you to know that this professional has not worked to resolve the issue. Thumbtack expects professionals to provide services that emulate the values we hold of our own company. Due to this professional's behavior going against Thumbtack's values, we have concluded that they will no longer be allowed access to our site. Thumbtack is dedicated to taking care of our customers and we will continue to work with you until we come to a positive resolution. At this point in time, we just need a few documents from you to proceed. I will personally be in contact with you and if there is anything further we can do to relieve the stress this professional has caused, please let me know. ****** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com www.thumbtack.com Initial Consumer Rebuttal /* (3000, 7, 2015/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The situation has not been resolved, I am out my photographs, which is what the Thumbtack organization is, like an Angie's list of reputable photographers. This is how they market themselves. and, I am out $500. They are unable to contact her, which tells me that due dilligence was not performed. How can they purport to be resource for reputable photographers? They have done no more than e-mail and call her as they do not have her home address. That is the same thing I've been doing to no avail. She still has a website up. This is just so wrong. Final Business Response /* (4000, 9, 2015/02/02) */ Dear *****, We apologize profusely for the frustration that has been caused by the professional you hired on Thumbtack. On the rare occasion that a situation like this is brought to our attention, we try every avenue we have to open communication between the customer and the professional. Our hope in facilitating this communication is that the professional will do everything they can to resolve the issues that have surfaced. Unfortunately in this case, we were not able to open a line of communication with the professional. We are truly disappointed that they were not willing to work towards a resolution, rest assured we have completely removed them from Thumbtack. We feel that our customers know their needs best when it comes to hiring someone for their personal projects. Since every customer is unique, we do not vett any particular professional on our site. Professionals have the opportunity to display licensing, experience, and more for customers to review when in consideration of hiring someone. We also have a safety page dedicated to providing helpful hiring tips for customers, http://www.thumbtack.com/safety . We are glad that a positive resolution was achieved and if you have any other questions or concerns please let us know. ****** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com www.thumbtack.com Final Consumer Response /* (4200, 11, 2015/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) As thumbtack provides no integrity or reliability of the persons it affiliates with, I suppose I just lose the $300. Tell everyone not to use Thumbtack or they will get ripped off!! *****

3/12/2015 Billing/Collection Issues
3/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have a reputable Photography business and purchased over $100 credits with Thumbtack and not one job lead after submitting quotes. I am under the impression that Thumbtack is full of fake leads or leads of people who are made up. I am a professional photographer with a reputable business here in Los Angeles. I was referred to Thumbtack by a friend on Facebook. After trying it out for a while I am baffled at the fact that not one person I quoted and thats nearly 50 people not even one person replied to any of my quotes, questions and follow ups. I couldn't even get a response to a simple follow up question from the so called prospective clients. I would like a refund of all my moneys spent on this scam.

Desired Settlement: I simply want my money refunded.

Business Response: Initial Business Response /* (1000, 5, 2015/02/16) */ Dear ****, We appreciate you reaching out to us about your concerns through the BBB. When Thumbtack receives a complaint, we take every measure to derive a positive solution. I tried calling you a couple times, but we was unable to connect. I wanted to take the time to respond to your concerns here. At Thumbtack, we strive to provide a great platform for professionals to grow their businesses. Our platform helps businesses grow by providing advice that increases hire rates and sending requests from customers who need specific services. There are many avenues for professionals to get support from us, such as our phone and email Support Team, as well as our Pro Page, http://www.thumbtack.com/pros. Our extensive 9-point verification system helps ensure only real, serious customer requests are being sent to our professionals. Just like any system, ours is not perfect so we are continually improving. We encourage professionals to reach out to us if they feel they have received a questionable request, that way we can investigate and refund their credits if applicable. We are here to help our professionals in every way we can. I would be happy to personally work with you to help increase your higher rate. If you are interested in our help, please give me a call at XXX-XXX-XXXX or send us an email, *******@thumbtack.com . I look forward to working with you. **********. Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com

3/6/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: The advertising on website does not list initial purchase requirement of 40 credits. 2/14/2015 - I called customer service to verify that the terms on website do not list initial required buy in amount/price. I was told by the customer service representative and the manager that they would not honor the advertised pricing on the website and that they could do nothing to assist. It was a recent change and not updated on their terms yet or communicated to customers in any manner.

Desired Settlement: Option to purchase fewer credits, as advertised on the website, would resolve the issue.

Business Response: Initial Business Response /* (1000, 5, 2015/03/04) */ Dear ******, We appreciate you reaching out to us through the BBB about your concerns. When we receive notice of an unsatisfied professional or customer, we do everything we can to resolve the matter. It was wonderful talking with you on the phone and I am glad we were able to come to a positive resolution. I wanted to take the time to respond here as well with an outline of our conversation. Thumbtack strives to help each professional on our site grow their business. We built our Pro Page and Support Team to offer tips and tricks to provide professionals with the tools to succeed. In light of constantly improving the experience professionals have on Thumbtack, we now prompt first time professionals to buy a credit package enough for 10 quotes at a 30% discount. We feel that allowing professionals to only buy credits for one quote creates the expectation that they will be hired immediately, which is often not the case. By requiring new professionals to buy credit packages, we are setting up the right expectations that it may take a couple quotes before getting hired. We know how discouraging it can be to send a quote and not get hired, this product change helps professionals become more familiar with the quoting process while significantly increasing their success on Thumbtack. As mentioned, this quoting package is a new feature to our site. Our eagerness for the increase success of our professionals when utilizing the quoting packages, left the verbiage on our platform outdated. Our intentions were never to mislead anyone when it came to buying credits, and we truly apologize if this was how you felt. We have now updated our site to reflect the changes. We appreciate you bringing this feedback to our attention, and hope that in the future, if there are any other suggestions you have, you will reach out to us. ***** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com Initial Consumer Rebuttal /* (2000, 7, 2015/03/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by the company prompty, and the situation was readily corrected.

2/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Greetings. I feel like I have been cheated by the said co., Thumbtack. I demand a total refund Greetings. I feel like I have been cheated by the said company, Thumbtack. I demand a total refund simply because all I get is a whole bunch of leads or supposed quotes from Customers that most likely don't exist. I feel like many others here with the same issue that they have wasted alots of money on dead end leads of customers that either don't provide enough info about themselves or they just are a whole bunch of ghosts. Plus, I feel that I should get a full refund simply because they promised a refund within 48 hours, in credits which in fact I didn't even get not all of them. I only receive a few. For example, I submitted several quotes, around more than 10 and I only received ONLY ONE credit. I don't know what the heck is going on here, but pretty sure, I agree with many complainers here about false leads. Another reason why Iam afraid to submit any further quotes for fear that is not going NOWHERE. You do the math, $3.33 X 20 quotes = $66.66. So imagine submitting over 100 quotes? In which I have done since I open an account with ThumbTack, and I ONLY receive ONE JOB. I request a full refund as well. Thank you

Desired Settlement: Iam seeking a full refund since I have been with Thumbtack since the beginning

Business Response: Initial Business Response /* (1000, 5, 2015/02/11) */ Dear *******, At Thumbtack we take each complaint with the utmost care. We appreciate you reaching out through the BBB about your concerns. I tried reaching out to you by phone, unfortunately we were unable to connect. I wanted to take the time to address your concerns here. Our goal is to help professionals grow their businesses, while helping customers find professionals to hire for their personal projects. Thumbtack takes pride in the integrity we hold as a company; it does not make sense from a business standpoint to send false requests. Several measures are in place to help ensure genuine requests. Our extensive 9-point checking system is one of these features that flags suspicious requests, those that have been flagged are then manually checked. Only requests that pass **** verification process will be sent to professionals. The key to creating the best experience for our professionals and customer, is continual improvement since we know that no system is perfect. If a professional feels like they have received a questionable request, we encourage them to contact our Support Team so we can further investigate and refund credits if applicable. We want to take care of our professionals, and help them create an introduction with a new customer. If a customer does not view your quote within 48 hours, we haven't made that introduction. We will refund you the credits spent on that quote automatically. In addition, its unfair to charge a professional credits if a customer cancels their request within 48 hours because they are no longer needing the service or they changed their mind. If a professional notifies us of this type of cancellation we would be happy to refund their credits. To view the refunds you have received, log into your account and click this link: http://www.thumbtack.com/profile/work/credit-log We truly want to help you grow your business in any way we can. Our Support Team is happy to talk with our professionals over the phone, through email, or on social media to help in any way we can. If there is anything further that we can do to help please reach out to us. Samantha Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com Initial Consumer Rebuttal /* (2000, 7, 2015/02/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I withdraw my complaint.

2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sales leads seem bogus After being referred to the service, I decided to give it a try. So far all of the requests I have responded to resulted in no jobs, and email questions about the request are not returned. Several of the requests would be impossible to complete, example doing photography and videography for a Wedding, with fully edited photos and video ready in one hour. I have noticed names seem odd or spelled very different then normally seen. I have also twice placed a quote, only to have the same request come thru again in a couple of hours or less. I would then have to pay again to ask a question or bid on the job. Never hear if someone was hired or not. I think the site should make it clear to the requestor that the merchant has to pay to place a bid, this would reduce the number of people who are just shopping around for budget reasons. Upon making my first bid I of course expected to have to pay, but felt like the site was internally misleading in requiring me to spend over $30 to get credits, when I only wanted to try out the service.

Desired Settlement: Refund of money spent on buying credits.

Business Response: Initial Business Response /* (1000, 6, 2015/02/09) */ Dear *****, We appreciate you reaching out to us about your concerns through the BBB. I am glad we were able to talk over the phone about your concerns and come to a positive resolution. I wanted to take the time to write a short outline about what we discussed. Thumbtack truly cares about the professionals who use our site. We strive to help them grow their businesses by sending them real and serious customers. Our extensive verification process helps ensure these requests are valid. Just like any system, we know ours is not perfect so we are continually trying to improve it. We also encourage professionals to reach out to us if they feel they have received a questionable request. Once we are notified, we can investigate the request and refund credits if applicable. In light of wanting our professionals to succeed, we are here for them with helpful tips and tricks to increase their hire rate. We have learned that customers look to a vibrant profile and reviews to help them determine which professional to hire. I apologize that you were having issues uploading pictures to your account, per our discussion I have uploaded the images for you. We also discussed getting reviews from past customers to help increase your credibility. If you have any other questions, please feel free to reach out to us, we will always be here to help. ******** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com www.thumbtack.com

1/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Thumbtack makes fake quotes!! 2 credits to 3 credits?? First of all,I will like to let thumbtack know that this service was a really good idea to help professionals seek out new clients. Thumbtack is an immature company that has a lot of potential ahead of themselves. I have had some success with thumbtack but, I have spent a lot of money on quotes that were never answered. Few problems I have with Thumbtack; there should be 3 professionals per customer not 5.Five quotes gives the customer too many options therefore going with the cheapest priced professionals and not getting the quality service that they deserve. I can't begin to tell how many times I have been out bid for jobs because of this problem. It is very frustrating knowing you provide a better service then your competition, but still get out bid for a lower price.I have come to this conclusion by making myself a customer a getting quotes by other professionals in my area to see my competition . I have been hired 3 times more then my competition.My profile has more information on what I do and I'm certified. Some customers open quotes without going without using the service at all and the professionals will lose that money spent to write the quote.Thumbtack should make it mandatory for customers to provide a phone number to link to their problem instead of just using thumbtacks service on the website. This would lead to more success on thumbtack for all professionals.The last thing I am frustrated about, is that I have giving Thumbtack a month break of using their service and when I decided to return, it now cost 3 credits instead of 2 to answer a quote. Not Fair!! I will still like to keep my profile in tact, because it has a lot of value for the future but at this time. I would like a Refund of the money I have spent with thumbtack. I will take a long break away from this service and will revisit in the future when problems get solved.

Desired Settlement: I would like a full refund on what I have spent on this service, I am willing to give this service another try in the future once issues are solved.

Business Response: Initial Business Response /* (1000, 5, 2015/01/23) */ Dear ******, We appreciate you reaching out to us about your concerns through the BBB. It was wonderful speaking with you over the phone, I am glad we were able to get in touch. I wanted to take the time to address your concerns here as well. We care greatly about our professionals' experience when using Thumbtack. When it comes to pricing, we urge our professionals to base their pricing on what they think is appropriate. We never want there to be a concern that one would need to lower their pricing to win a customer. Often times, customer understand the difference between a low price and a good deal; they just need to understand what they are paying for. Creating an intriguing quote filled with your qualifications, background, and passion *** your business will help customers see the value they will receive. Concern of how to price has been brought to our attention in the past, here is a great article dedicated to this topic: http://www.thumbtack.com/blog/pricing-101-how-to-price-your-services-for-success/ Your frustration for the raise in credit price is very understandable. At Thumbtack, we try to be as fair as possible when it comes to the amount of credits being charged. When we first decided on how many credits to charge for quotes, we did extensive research to find out the average revenue received per service across the country. We then compiled a list of all the services and their revenues, then placed a credit value between 2-9 on each one. Our team recently updated this research, which caused an update to credit values associated with certain service. We are constantly improving our site and we greatly appreciate your feedback. Our goal is to help professionals grow their businesses by introducing them to new customers, just like the many customers we connected you with. I am glad that we were able to come to a positive resolution and we look forward to helping you succeed in the future. ******** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com Initial Consumer Rebuttal /* (2000, 7, 2015/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will revisit thumbtack within a year to see if things have changed. For now taking a long break

1/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Refund of deposit and good faith money of $1350.00 agreed to job of fence repair and driveway replacement. Dave Scroge of Brand Home Solutions put a bid in for both jobs. Contract accepted July 23, 2014. Fence finally completed in September. Deposit for asphalt driveway replacement was payed in 2 separate payments. $1100 on 7/31, check *****, and $250.00 cash on 7/31. Total cost (quote) of driveway was $2340.00. Work was to be done on August 5-6. The crew never showed up after repeated promises/ excuses. By the end of September no work had been done so I contacted Dave Scroge and cancelled job. He said that his office will send email to confirm cancellation and refund my money. Several phone calls and emails and I still have not received my $1350.00 *********** Solutions Co,LLC (PC Genirizon Company) **** Old ******* Road, Ste *** ******* IL XXXXX XXX-XXX-XXXX XXX-XXX-XXXX ******************@gmail.com

Desired Settlement: $1350.00 refund due to me, ***** ********* for work cancelled due to delays and excuses.

Business Response: Initial Business Response /* (1000, 5, 2015/01/23) */ Dear *****, I am writing in response to your BBB complaint against Thumbtack. It is very disappointing to hear about the experience you had with a professional you found through our service. I appreciate you speaking with me over the phone so we can work on getting this matter resolved. It is very important to Thumbtack that the professionals that work through our site are honest and reputable. On the rare occasion there is a problem, we expect them to take care of the customer in a friendly and professional manner. Clearly, that has not happened in this case, and we want to make sure the issue is addressed properly. Based on our investigations, the professionals account with Thumbtack has been permanently disabled. We will not allow a professional to keep working through Thumbtack when issues like this go unresolved. At this time, the documentation you have provided us will be reviewed to see what further actions Thumbtack can take to resolve the issue with the professional. We truly care about our customers, and want to do all we can to see this matter resolved. We will continue to stay in contact with you throughout this process. We appreciate you bringing this matter to our attention. We never want this to be the experience you have when using Thumbtack, and we appreciate you allowing us the opportunity to help get this situation taken care of. We will be contacting you directly as we move forward with getting this matter resolved. Sincerely, ****** S. Initial Consumer Rebuttal /* (2000, 7, 2015/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was given bad leads that I originally paid for then credited me those leads with credits on thumbtack and not a refund they then cancelled acct. I contacted thumbtackand spoke with ******** from marketing complaintsand told her I wanted a refun for my credits which they had given me because I paid for that leads I had 14 credits on my thumbtack she then told me I only had 7 thumbtack credits they had cancelled my account due to an ex employee calling in stating I had a criminal background they told me that I had to do one of their background checks which is stated in their agreement as a choice and not something that you have to do I asked for my credits back because I am NOT paying for a background check she stated they was given to me I've been told her that those were afford it to me because of the bad leadsshe told me they would not refund me those because they were given to meI told her I paid for those bad leads which I was given credits for and she told me they would not respond me I asked to speak with the corporate office the second time I called back and they told me the high as they go is marketing complaints and you are not able to call through to the corporate office because they don't take incoming callsI would like a refund on my money could you please help my number is XXX XXX XXXX. ***** *******.

Desired Settlement: Thumbtack owes me a total of 68 dollars and 52 cents.

Business Response: Initial Business Response /* (1000, 5, 2015/01/05) */ Hi *****, Thank you for reaching out to us with your concerns about Thumbtack. We appreciate you speaking with us over the phone about this matter. I would like to take the time to address your concerns here as well. By using an extensive verification process, we do our best to only send professionals real, serious customers. We understand that every system has it's imperfections, therefore we are constantly improving. Unfortunately there are rare incidents where questionable requests get through. We urge our professionals to contact us when this happens so we can refund their credits. I am glad that we were able to come to a positive resolution over the phone in regards to the remaining credits on your account. We are devoted to the safety of our customers; if we are made aware of a possible criminal record we require that professional to take a background check. Once this background check is completed and passed, we will refund them the amount they were charged to take it. If a professional refuses to take this background check, we will have to delete their account until they comply. We want to help every professional on our site grow their business, and we hate to delete any accounts. None the less, we care greatly about our customers and must take this stance when it comes to criminal allegations. ******** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com www.thumbtack.com

12/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: False leads, wasted money, and no clients! I am very disappointed in Thumbtack as a service to gain more clients. I've received many "requests" for photography (I do portrait and wedding photography) and many of the "customers" provide very vague information about what they want and hardly don't ever respond to any quotes you send them. I have been putting time and effort into responding to these "leads", which causes me to lose money over credits and time that I could have used to advertise elsewhere. The fact that potential clients are not required to add a profile picture or probably even verify themselves is unsettling. Who is to say that these are even real people wanting your service? I am also led to believe (based on what I've read from other complaints) that clients often do not even choose someone to hire, and leave their project open. That leaves 4-5 people who wasted their money on credits just to get the client to see their profile. No one but Thumbtacks wins the money there. I've also recently just wasted credits on someone who did not mention their budget in the fields provided to them when submitting a request, but upon sending them a quote, they tell me they only want to pay X amount. If they were required to mention their budget, and had seen they didn't want to spend as much as I charge, I would't have sent them anything. Customers also are not required to give certain bits of information that would be helpful to the Thumbtack service provider. So I've been sent leads that don't even apply to the services I provide. I'm glad I caught on to this before I spent more money on credits that go nowhere! I do not wish to have any more credits for this site. I would like a full refund.

Desired Settlement: Refund for all the money I spent on credits.

Business Response: Initial Business Response /* (1000, 5, 2014/12/05) */ Dear *****, Thank you for reaching out to us with your concerns about Thumbtack. It was a pleasure speaking with you over the phone to address your concerns directly. I am glad that we have been able to come to a positive resolution. We strive to make it easier for professionals to grow their businesses; while creating a way for customers to easily connect with those that can help them complete their most important projects. To achieve growth of our own company, we must help our professionals increase their business - this is accomplished by providing quality customer requests and supporting our professionals every step of the way. Our goal is to create a positive experience for everyone who uses Thumbtack and we welcome all feedback to help us ensure this goal is met. It is understandably frustrating to quote on a customer and never hear back from them. We want our customers to hire who they feel is best to complete their project; we genuinely hope that one of the professionals who quoted meets the customer's expectations. To help us understand what goes on behind the scenes, we have added features to gain more feedback from customers after they have submitted their request. One way we receive this information is by emailing customers to find out the status of their request. When they make an update, customers are offered a variety of options to choose from so they can notify us of where they are at with their project. Our Support Team is happy to talk with our professionals over the phone, through email, or on social media to help in any way we can. Additionally, we have filled our Pro Center and Help Pages with tips and tricks to increase our professionals' success. If there is anything further that we can do to help please reach out to us. ***** The Thumbtack Support Team Phone XXX-XXX-XXXX Email *******@thumbtack.com www.thumbtack.com

12/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Looks to me as if it were a bunch of fake leads!! The product in my complaint is the product that Thumbtack Inc. supposedly supplies the business owners. A means of advertising our services, similar to an Angie's List but yet, nothing EVER comes about it. Let me explain....The customer, which utilizes the site free of charge, will request that a professional, in which they are in need of, submit a quote to them so that the customer can choose amongst all of the business owners' quotes whom they'd prefer to do the business or services requested. The consumer pays NOTHING, whilst the business owner receives 20+ quote requests a day, in which we (the business owner) has to pay $3.33 per quote at the minimum...that will get you 2 credits. You can buy many more credits to submit quotes if you'd like. So, you pay the money, submit your quote, and trust me, even if you declined the initial request email, they will hound you with reminders that the client in need of services is waiting for 'you' to submit your quote, and after all of that, you wait....and wait....and wait.....and NEVER hear back about anything.....was your quote looked at, was it ignored, did the client need your services...all a big question??? Now I haven't submitted more than $20 in quotes, and the reason being is, if you are suggesting that the client will not make a deal until they have my quote and I have yet, on any occasion, heard anything back, than why is it such a big deal that I hurry up and pay my money, as a business owner, to someone that I don't even know there last name, just for them to decide if I'm good enough for them, and then I still never hear from them??? You don't receive ANY info after submitting quotes, so you just wait, and wait, and wait and I'm still waiting. They give no info regarding anything except that of course, you have 25 new emails of customers supposedly needing my services in my area. So stop paying the money, to submit quotes that go NOWHERE, but in the pocket of whatever scammer designed this system so that you can actually spend your hard earned money on advertising that doesn't appear to have been designed in a back alley of the black market! This is all from my personal experience, so I highly recommend NOT wasting your time with this so called business. Also, Because I spent business funds, on business advertising, I should be able to collect receipts and file them away, but NOPE! No receipt either. So you are just giving someone money that is living God knows where doing God knows what with your cash. BUYER BEWARE! I give this company an F!!!

Desired Settlement: I just think that this company should be providing more information with money spent, and follow up's on the leads. I would ask for my money back, but it's not even worth my time. I've wasted enough time watching my inbox get flooded with emails from them, and had I payed to submit a quote for each one, I'd be broke by now, and still wouldn't have received any business from them. Their website is deceiving and I think they should have to be more open about what happens, and more professional about what they are doing with business owner's money. They provide what appears to be made up names and there should be a way of verifying who is requesting business from business owners.

Business Response: Initial Business Response /* (1000, 5, 2014/12/01) */ Dear ****, We appreciate you taking the time to express your concerns about Thumbtack. I hope to be able to resolve your concerns. I wanted to speak with you over the phone, since we were unable to connect, I would like to address your concerns here. Thumbtack takes pride in the integrity we hold as a company. We strive to help professionals grow their businesses, while making it easier for customers to hire professionals to complete their personal projects. It does not make sense from a business standpoint to send false requests to our professionals. Taking the time to provide professionals guidance to increase the amount of times they are hired is part of our business model. We take several measures to ensure requests are coming from real, serious customers. Our extensive 9-point checking system is set in place to flag suspicious requests, those that have been flagged are then manually checked. Only requests that pass this verification process will be sent to professionals. Focusing on continual improvements to this process is key since we know that no system is perfect. If a professional feels like they have received a questionable request, we encourage them to contact our Support Team so we can further investigate and refund credits if needed. We certainly do not expect any one professional to be able to respond to all the requests we send. This is why we give professionals the option to decide which requests they truly are interested in quoting on. Once the quote is sent to the customer, professionals have the option to be notified when the customer has viewed the quote, viewed their profile, sent them a message, or updated the status of the request. You can easily view all of this information under the particular customer's request in the Quotes tab as well. It is understandably frustrating to not hear back from a customer when you spend your time responding to their request. We want to know why customers are not responding just as much as you do so we can help eliminate that frustration. To expand our efforts, we email customers when they receive quotes and ask them if they have any updates on the status of their request. To give professionals the most insight in regards to a customer's decision, we give customers a variety of options to choose from when making this update. Some of the options we give are "I've hired someone not on Thumbtack", "I've had a change of plans" and "I did not receive quotes I liked" . Once they make an update, our system will reflect the reasoning behind a customer's request status change. We hope this will alleviate the concern behind not hearing back from the customer directly. We give professionals the flexibility to customize their own accounts when it comes to notifications. I am sorry that the amount of emails you received from us was excessive. If you'd like to change your notifications simply log into your account and click this link: http://www.thumbtack.com/profile/notifications . Receipts are very important when making a purchase. After a professional purchases credits, we send them an email with the details of the charge. If you choose Paypal as your payment option, they will email you a receipt as well. In addition to that, you can view your past purchases in your credit history. To view your credit history, log in, and click this link http://www.thumbtack.com/profile/work/credit-log . We are devoted to helping our professionals grow their businesses. Our Support Team is happy to talk with our professionals over the phone, through email, or on social media to help in any way we can. Additionally, we have built our Pro Center and Help Pages filled with tips and tricks to increase our professionals' success. I personally want to help come to a resolution with you, if you would please give me a call at your earliest convenience. ***** B. Thumbtack Support Team Phone XXX-XXX-XXXX Email *******@Thumbtack.com www.thumbtack.com

12/15/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Failure to provide the service advertised I use thumbtack in order to find clients who are looking to contract my services. Every single inquiry that I have responded to has been looking for a business or center, not a contractor. I teach private lessons and I am spending money to message someone only to have them ask "where do you teach? I'm don't want private lessons, but do you know what centers are in my area?" Thumbtack is not making it clear to clients that quotes are SERIOUS and that the individual they are contacting is to be contracted out as a professional, not used as a source of information. I sometimes wonder whether these are even real people! I haven't gotten a single gig through thumbtack and have submitted quote upon quote. I have excellent reviews, extensive information about what I do, and a good and relevant profile photo. Thumbtack sends me emails says "____ is looking for a salsa instructor!" when is fact, no they are not. Either these people are lying on their forms (unlikely) or thumbtack is misleading me to get me to pay for a quote that goes nowhere. I am really upset about the money that I have wasted. The inability to search for and view clientele and the fact that you have to pay to communicate with them feels really scammy. I feel that it was such a waste and both the students and I were misled. The students into thinking that thumbtack would find what they were looking for and me into thinking that thumbtack was sending me a legitimate fit for my services.

Desired Settlement: I want the money back that I have spent on thumbtack.

Business Response: Initial Business Response /* (1000, 5, 2014/12/12) */ Hi *****, We appreciate you reaching out through the BBB about your concerns with Thumbtack. We want every professional to feel they are heard when it comes to an issue. I'm glad we were able to talk on the phone and come to a positive resolution. Here is a small outline of what we discussed. When a customer places a request we give them the opportunity to fill out a form to explain what services they are needing. On the request form for dance lessons they can choose whether they want private lessons, couple lessons, lessons in a small group, lessons in a large group or lessons as recommended by instructor. We encourage professionals to only respond to requests they feel perfectly match the services they provide. Our request forms aren't perfect, we are continuously improving them to better the experience of using Thumbtack. Our goal is to help professionals grow their businesses while making it easier for customers to hire professionals to complete their personal projects. When a customer is placing a request, we walk them through how Thumbtack works; they will receive quotes within 24 hours, once they have their quotes they can review professionals' messages, profiles and reviews, then they can hire the right professional for them. Once the request is placed, it goes through an extensive verification process before it is sent to our professionals. Try as we might, just like any system, our verification process isn't perfect. If a professional is ever in question of the authenticity of a request, we encourage them to reach out to us so we can further investigate. We understand that is it extremely frustrating when a customer does not respond. In an effort to diminish these frustrations, we reach out to customers by email reminding them to update the status of their request. When they make an update, customers are offered a variety of options to choose from so they can notify professionals of where they are at with hiring someone for those services. We want every professional on Thumbtack to feel like their money is well invested when sending quotes. Our Support Team is available to provide guidance and reassurance whenever needed. We also have developed our Pro Center to include tips and tricks we have learned over the last 5 years. I am glad we were able to talk about your concerns and come to a resolution. ******** Thumbtack Support Team Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com www.thumbtack.com Initial Consumer Rebuttal /* (2000, 7, 2014/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I continue to disagree with the business tactics and the requirment that professionals must pay to reach out to potential customers, I am satisfied with the resolution which was a full refund from Thumbtack.

12/5/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Illegal Business Practice Advertising & Facilitating an Illegal Business I employed **** ************** through an “Yenny’s Cleaning Services” advertisement on www.thumbtack.com ********* ** branch) to clean a residential home. Some guy using the alias “****” facilitates ****’s business activities. Shortly after **** and her co-worker ****** arrived at the residential home, I needed to leave for an appointment. I asked **** to give me her driver’s license since I would be leaving her alone in the residential home. **** said she has no driver’s license and provided me her passport ******** **** ************** (maiden name ******* has a ******** passport #CXXXXXX with no visas or record of entering the U.S. Her co-worker and friend, ******* says **** illegally entered the U.S. 12 or 13 years ago. There’s a small post-it note inside ****’s passport with the numbers XXX-XX-XXXX and XXX-XX-XXXX written on it. **** stated she doesn’t have a Green Card or Social Security card, and uses those numbers if asked to provide a Social Security number for employment. **** drives a late model four door ****** ***** ****** **** ***** Grey in color, with ***** tag ********* as an unlicensed and uninsured driver. I told **** I couldn’t employ her because of her illegal status. **** then fled the residence, and made a false allegation to ******** police that I sexually assaulted her. I passed a polygraph examination, and an investigation concluded that **** used me as a scapegoat to apply for a U type visa in order to obtain U.S. citizenship. A Brazoria County Grand Jury didn’t indict me, and all charges against me were dismissed. **** ************** resides at **** ******* ***** Apt. **** ******* ** XXXXX-XXXX. ****’s cell phone number is XXX-XXX-XXXX.

Desired Settlement: Discontinue the advertisement and facilitation of the illegal business, Yenny's Houscleaning Service.

Business Response: Initial Business Response /* (1000, 5, 2014/12/03) */ Dear ***, I am following up on your recent BBB complaint against Thumbtack. I appreciate you taking the time to speak with me today so we could discuss this situation. It is very unfortunate you've had this experience with a professional on Thumbtack. We want to be sure we are doing all we can to protect the trust and safety of our customers and professionals. We have taken several steps to prevent this professional from operating on Thumbtack. We have closed all known accounts of theirs due to reports of fraudulent activity. Here in the Marketplace Integrity Department, we have begun searching daily for any new accounts the professional may create. Any accounts found are closed immediately. After many attempts, we have finally been able to speak with the professional directly. We have requested they cease all activity on Thumbtack, as they will not be allowed to operate on our service. We have made it very clear we will continue to seek out any accounts associated with his service, and close them once discovered. We are a growing company, and are continuing to review our procedures to seek out ways to prevent activity such as this. It is our goal to create a safe marketplace for our customers and professionals. We appreciate you bringing this account to our attention so we could take the proper actions. Any further feedback you have is always welcome as we continue to grow and improve. If there is anything more I can help with please let me know. Sincerely, ****** S Thumbtack Support Initial Consumer Rebuttal /* (2000, 7, 2014/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for taking the appropriate steps to stop the illegal and fraudulent activities of ****** and **** **********

12/4/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Thumbtack is sending false work requests so that service providers will pay to put in a bid on a job that is not real. Thumbtack allows service providers (photographers, pet sitters, djs, etc.) to create a work profile on their site. Then customers looking for various services can go to the site and put in a work request. The providers then have the option to put in a bid on the job, which they pay a fee to do (the more the job pays, the higher the fee). Each job can get a max. of 5 bids before it is closed so that the customer is not overwhelmed with replies. If the customer never opens the bid, the provider is credited whatever they paid to put in the bid so they can use it for the next job. I am both a provider and a customer on Thumbtack. Recently, I have been putting in several bids where I hear absolutely nothing back from the customers yet all of the bids have been opened and viewed. This is unfortunate for me as I lose money on these, but that should have nothing to do with the site. I decided to put in a work request for someone to clean my house before the holidays. I indicated that I would like to requests to come in via email only, and specifically requested not to have them come through text. Within minutes of making my request, I began receiving emails and text messages with bids. Some were prices I would not consider, therefore would not have opened to allow the provider to get their fee back as a credit. But since they were texted to me, upon opening the text, the bid had been viewed, thus not allowing the provider their credit which they deserved. If I had gotten emails as I requested, this would not have happened. A few days later, I get a phone call from a **. She advised me that she got a job requested that she showed I viewed and that she had messaged me but didn't hear anything back so she wanted to check in. I let her know I had not recently made a request for a ** and asked her when the request was made and when it was for. She advised it had been made about a month ago and that the work request date was in November. Noe I did request a ** in Oct 2013 for a wedding in April and we did hire a ** from Thumbtack but this was a completely new separate request with different dates, details, and price range. She also expressed concern that this scenario has been happening a lot when she follows up with customers when they do not respond to opened bids. I do not follow up on these as I do have another job that keeps me very busy. When I do have time to put in bids for my business, I would like to know that I am paying my fees towards a bid that will actually be considered and not one that is falsified. I did log in to my thumbtack account to make sure I did not mistakenly put in another ** request but there were no requests in my account like this, or any that I did not knowingly make.

Desired Settlement: I would like a refund for all bids that I paid to put in. This company should be investigated and have to prove all requests were valid.

Business Response: Initial Business Response /* (1000, 5, 2014/11/17) */ Hi ******, We appreciate you reaching out through the BBB in regards to your recent experience with Thumbtack as we take complaints very seriously. I have attempted to contact you, but unfortunately we have been unable to connect. I apologize that you feel unsatisfied with the services Thumbtack provides, we strive to create a positive experience for both our customers and professionals in every way we can. Our goal is to help professionals grow their businesses while making it easy for customers to find professionals to hire. It is fundamentally against what Thumbtack stands for to send fake requests. As a business, we can only succeed if our professionals do - this is why we work hard to provide guidance to increase the amount of times they are hired. We spend a considerable amount of time and effort to ensure we are connecting our professionals with real, serious customers. Through our extensive verification process we flag suspicious requests, then manually check those that have been flagged. Only requests that clear these processes are forwarded to our professionals. Every system has it's imperfections, this is why we are constantly improving our site. The frustration of sending a quote to a customer and not hearing back is understandable. In our role to create introductions between customers and professionals, we want to know why customers are not responding just as much as you do. Once a quote is submitted to the customer, we send emails to ask if they have any updates in regards to hiring someone. It is then up to them to update the status of their request. In an effort to share as much information we receive from the customer as possible, our system reflects the reasoning behind a customer's request status change. Our hope is that this will improve our professional's experience and help them in getting hired in the future. We take pride in creating a platform that professionals and customers enjoy using, with similar feedback about notifications we have made many updates. Customers can now log into their account and choose how they want to be notified. I apologize for the inconvenience of receiving text messages when you had opted not to. In looking over you account, the notification option for text messages was turned on. I have changed the notifications on your account so going forward you will not receive text messages. We appreciate when our customers bring these concerns to our attention so that we can fix them. Thumbtack cares very much about providing our customers with a positive experience. It concerns us as well that you were contacting by a DJ about a request you did not submit. We can confirm that there was only one request submitted on your account for a DJ. When a professional is responding to dozens of requests it can be easy to confuse phone numbers or request details. Whether this was a simple mix-up or a complex issue, we would like to get more information so we can further investigate. We would appreciate the opportunity to resolve these concerns with you as soon as possible. I will personally work towards a satisfactory resolution for you if you would contact me as soon as you are able. *******. Thumbtack Support Team Phone XXX-XXX-XXXX Email *******@Thumbtack.com www.thumbtack.com

12/2/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Volumes of 'requests' texted to me, several were 'opened' by clients, nothing has ever become of any contact I have submitted numerous quotes, gotten 'contacted' one time, via the thumbtack text service. No amount of texting or emailing or calling will ever result in an actual verifiable contact with an actual customer. I receive literally hundreds of text messages with supposed interested clients, yet even if the submission results in the quote being opened, which had occurred on all but the very first submission, nothing is ever received again in terms of inquiries or clarifications, even when requested. Statistically, it would seem that just a single actual contact should occur by accident, yet the potential clients all seemingly open a bid, and disappear, and those that request phone quotes all seemingly have something else to do when the phone rings. Since Thumbtack states that there is a refund if the quote is not opened, it is rather poignant that the first use resulted in a refund of the credits, yet each and every quote after the first has been opened, thus money down the drain. The one and only time that I was 'pursued' for services, the 'client' conveniently disappeared two days prior to the event. She had requested phone quotes, but never answered the phone nor returned voice messages. It is an interesting business plan to make providers pay for quotes that will never go anywhere, and be able at the same time to absolve yourself of all responsibility for the efficacy of the 'clients' requesting these services.

Desired Settlement: At a minimum, I would request a refund of the monies I have paid, and the closure of my Thumbtack account

Business Response: Initial Business Response /* (1000, 5, 2014/11/13) */ Hi *****, Thank you for taking the time to speak to me about your concerns today. We discussed your concerns about not hearing back from potential clients and also ways to improve your profile. I apologize if your experience with Thumbtack has not been positive. Please allow me to address your concerns below. I recognize that it can be frustrating when you don't hear back from customers. We do everything we can to encourage our customers to hire a pro on Thumbtack. Unfortunately, sometimes customers are less responsive than we'd like them to be. Keep in mind that the customer may have chosen another professional to help them with their project, or they may have decided to go another direction. Regardless, we always encourage customers to respond as quickly as possible. I do show that we have automatically refunded two of your quotes and that you have quoted eleven times. After reviewing your account, I have added 40 credits to your account and offered to set you up with both a Pro Mentor and our Pro Success team to help increase your hire rate, but you indicated you would like to see how things go for a bit. If at any time you change your mind and would like to utilize those options, just let me know. We see our role as that of making the introduction to a potential customer, and then we get out of the way so that the pro, who is best equipped to sell the customer on their service, can tackle the lead however they see fit. After you make your initial quote to customers, we highly encourage our professionals to continue communicating with the customer through the Thumbtack messaging system. You can, and should, absolutely follow up with them. I haven't seen any of that from your account and it's very helpful. The 'pay to quote' model doesn't suit everyone. Purchasing leads on Thumbtack should be considered an advertising cost, similar to buying TV commercials or listing on a directory like Yelp. Many people see those advertisements, but only a couple will likely turn into customers. It can take a number of times before you land a job, especially in a competitive category, but in almost all cases, the money you make from that job easily pays for your quote investment. When I looked at your profile it looks fantastic. The only recommendations I would make would be to add a profile picture so that your profile looks more legitimate to prospective clients. Also, getting quotes from your past clientele has been shown to increase your hire rate by 400% I appreciate you reaching out to clarify your concerns. Thumbtack is dedicated to becoming THE online marketplace for local services. Your feedback, along with all feedback from other Thumbtack professionals and customers, helps us improve. If you have any further questions or concerns, please feel free to let me know. Sincerely, ****** Thumbtack Support Team Phone XXX-XXX-XXXX Email *******@Thumbtack.com www.thumbtack.com

12/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have spent a total of $504.87 with only 1 response back on Thumbtack, this is a fraudulent company with falsified leads I didn't want to believe what I have read on BBB with this company about how Thumbtack sends out leads where no one responds back to your quote, they just view it with no response. Well now I am a believer first hand. This company is Fraudulent. I have work for a lead company before and they have the same practices as Thumbtack does. They recycle leads and send them with different names. I have calculated my bank statements and spent $504.87 with thumbtack in hopes of improving my business. I would receive a request and send out a quote, with NO RESPONSE back from anyone except for 1! ONE ONLY!!!!!! I have also even tried following their "Helpful Tips" to try and improve responses back and NOTHING. This company is fraud and I am going to inform all my friends who have signed up with Thumbtack to back out and stop giving business to a false company that only takes your money without seeing any results. I want a full refund except for the one person who was real so you can keep the $3.33 for that one person and refund me my $501.54

Desired Settlement: I spent $504.87 with your company with no responses except for 1 response, I would like my full refund of $501.54 back to my account immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/11/12) */ Hi ******, Thank you for calling me back yesterday, I apologize that we missed each other. I was told you would prefer to communicate via email regarding your concerns that you voiced through the BBB. I apologize if your experience with Thumbtack has not been positive. I hope to address your concerns below. We are not in the business of scamming our professionals. Not only is it fundamentally against what Thumbtack stands for, it doesn't make sense from a business perspective either. Thumbtack can only succeed if our professionals succeed - that's why we work hard to help our professionals get hired as often as possible. We can only grow if we are connecting real, serious customers with real, quality service pros. We spend considerable time and effort on a request verification process to flag suspicious requests, and we then manually check those that have been flagged as suspicious. Only requests that clear these processes are forwarded to our professionals. Of course, no system is perfect, and we constantly work to improve the process. We see our role as that of making the introduction to a potential customer, and then we get out of the way so that the pro, who is best equipped to sell the customer on their service, can tackle the lead however they see fit. After you make your initial quote to customers, we highly encourage our professionals to continue communicating with the customer through the Thumbtack messaging system. You can, and should, absolutely follow up with them. I haven't seen any of that from your account and it's very helpful. The 'pay to quote' model doesn't suit everyone. Purchasing leads on Thumbtack should be considered an advertising cost, similar to buying TV commercials or listing on a directory like Yelp. Many people see those advertisements, but only a couple will likely turn into customers. It can take a number of times before you land a job, especially in a competitive category, but in almost all cases, the money you make from that job easily pays for your quote investment. When I looked at the market you are in, it's a rough one. Personal Trainers for that area is pretty saturated. The one thing that stood out to me most is that you open your quote with mentioning that you rarely miss an appointment. I would open with your credentials and why you are passionate about physical training. You mention it later in your quoting verbiage, but I'd put it first to get the customer excited. Also, closing your quote with an open ended question like "When this week would be best for us to get together to get started?" leave the customer with the expectation that they need to respond, which inherently gives you another opportunity to sell them on your services. I recognize that it can be frustrating when you don't hear back from customers. We do everything we can to encourage our customers to hire a pro on Thumbtack. Unfortunately, sometimes customers are less responsive than we'd like them to be. Keep in mind that the customer may have chosen another professional to help them with their project, or they may have decided to go another direction. Regardless, we always encourage customers to respond as quickly as possible. I do show that your profile shows you have been hired 3 times. After reviewing your account, I have refunded the last two credit purchases of $84.99. I appreciate you reaching out to clarify your concerns. Thumbtack is dedicated to becoming THE online marketplace for local services. Your feedback, along with all feedback from other Thumbtack professionals and customers, helps us improve. If you have any further questions or concerns, please feel free to let me know. Sincerely, ****** Thumbtack Support Team Phone XXX-XXX-XXXX Email *******@Thumbtack.com www.thumbtack.com Initial Consumer Rebuttal /* (3000, 7, 2014/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) ******* Thank you for contacting me back and thank you for both of the refunds to my account but I believe I deserve a third refund of $84.99. I find that although your ideas of advertising are interesting but yet the fact that people are always on a budget in this industry and my price I can guarantee is the lowest of 90% of all trainers also sending out 200 + quotes out and receiving numerous leads within a 3 second response time from my end to find out they already have 5 quotes send and I am unable to send the quote is unacceptable on Thumbtacks part, especially for a business that has been around since 2009. I believe I deserve a third refund to reach half the amount I have spent. Final Business Response /* (4000, 9, 2014/11/18) */ Hi ******, I can understand being frustrated because a customer has already received 5 quotes. We only allow up to 5 quotes because we want to make sure you are introduced to new customers in a meaningful way. Receiving more than 5 quotes can be quite overwhelming to a customer and could mean that your quote doesn't get the time and attention that it deserves. Because customers are receiving five quotes it is important to make sure that your grammar and wording of that quote is impactful, as we discussed previously. Also, following up on the introduction is very important. You paid for that introduction, you are entitled to communicate with that customer to sell them on why you are the trainer they should hire. This appears the have been a missed opportunity historically. Regrettably, I will not be refunding another $84.99 charge to your account. I am happy to add credits to your account should you like to try again utilizing the suggestions offered. Thank you, ****** Thumbtack Support Team Phone XXX-XXX-XXXX Email *******@Thumbtack.com www.thumbtack.com

11/20/2014 Problems with Product/Service | Read Complaint Details
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Complaint: People who are presented as possible clients often appear to be fake. Sometimes with names like Princess D.No refunds if request is cancelled. same as above. They should have a way to show the client is real, and they should return fees if the person cancels request without hiring someone.

Desired Settlement: For any quote I paid for when the client did not hire someone.

Business Response: Initial Business Response /* (1000, 5, 2014/11/04) */ Dear ******, We appreciate you reaching out through the BBB to give us the opportunity to address your concerns about Thumbtack. We welcome the feedback that we get from our professionals as we are constantly improving our site. It was a pleasure to have been able to resolve your concerns in our correspondence by email. We strive to introduce you to real customers that are ready and willing to hire professionals to complete their projects. We have a request verification process to flag suspicious requests, those that have been flagged as suspicious are then manually checked. Requests that clear our verification are forwarded to our professionals. We know that no system is perfect, therefore we are constantly working to make the process better to continue ensuring quality requests. As you mentioned in our email conversation, you realize that you won't be hired by every customer. However, you would like to know the outcome of each request that you have quoted on. Our role is to create an introduction between customers and professionals. After an introduction is made, the professional and customer often take their communication offline. This can make it difficult for us to track the outcome of each request. None the less, we put forth the effort to email customers to ask them for any updates in regards to hiring someone. It is then up to them to update the status of their request. In an effort to improve our process, we have now updated our system to reflect the reasoning behind a customer's request status change. We hope that this will improve our professional's experience and help them in getting hired in the future. Per your request, we have refunded your account the credits you had spent on requests where a customer decided not to hire someone on Thumbtack. Our refund process is that if a customer has not viewed your quote within 48 hours of your submission, we will automatically refund the Thumbtack Credits. In addition, if a customer cancels their request within 48 hours because they are no longer needing the service or they changed their mind we will refund your credits. In these instances you will need to contact us about the request so we can issue the refund. You can then use those credits to submit quotes on other requests that interest you. If at any time a professional on Thumbtack feels that a refund should be made they can contact us. I hope that we have been able to resolve your concerns. Please do not hesitate to reach out directly if you have any questions. Sincerely, *****

11/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Recommended company by Thumbtack Dirt Master's Landscaping/Contractor ****** ********* has not been completed in 4 wks and delays and lies are told. The job consists of removing 3 trees & grinding stumps, removal of dog fence, landscaping of front and back yard and installing flagstone as border in front yard, demolish and replace driveway, place new sod and sprinkler system in front yard, create concrete steps and border next to home and garage in back yard, place flagstone in patio area with flagstone retaining wall, fix current flagstone steps leading to patio area. Job created 4 wks ago, took 2 wks to get permit due to contractor error (not submitting proper specs for driveway), and now I'm consistently getting delays, no shows, promises and lies. My driveway was demolished on Thur 10/16/14 and remains unfinished. No other work has been started or completed. Mr. ***** is extremely unprofessional in his approach to me to handle my project. We are consistently having shouting matches. I've told him that I want him to ONLY replace my driveway and move on. I've paid him 1/2 for a deposit and another $2,000 which is clearly enough to replace my driveway. I'm EXTREMELY disappointed with this company's bad business practice. Mr. ***** is stressing me out over this job, consistently lying to me about when he is going to get started again. I was promised Monday, Oct. 20, 2014 (NO SHOW), and Tuesday, Oct. 21, 2014 by 10:45 to get the 3 trees removed(NO SHOW). He called @ 10:45 with more excuses. I want a refund for monies already paid and want to hire someone else to complete my driveway. This has been a nightmare!!! I'm stressed over this and highly disappointment in his professionalism and BAD BUSINESS PRACTICE!!! I would not recommend this company to anyone. :-(

Desired Settlement: I've just started this process and have requested a refund from the company, but Mr. ***** keeps trying and promising to finish the job by Friday. With the amount of work that is in the contract, I feel that Mr. ***** will not do an excellent job if he tries to complete my project within 3 days. It appears that he does not have the staffing to complete this job within that time period, but that is what he claims. I don't trust him, his word and his ability to do this job in a professional manner. I want all my money back ($15,000). He claimed he needed this to pay for the concrete and sod, plus 3 loads of gravel. I only have 2 loads of gravel and a dirt/red clay drive path on my property in a 4 wk period. UNACCEPTABLE!!!! I'm STRESSED and HIGHLY DISAPPOINTED!!! I'm getting the runaround! I've worked hard to save my money for this project and tried to do my homework prior to hiring this contractor. I got 3 estimates and evidently chose the wrong company! :-(

Business Response: Initial Business Response /* (1000, 5, 2014/11/04) */ Dear *******, Thank you for bringing your concerns to our attention. I apologize that you had a negative experience with a professional you found on Thumbtack. We have been working with you to achieve your desired resolution over the phone; hopefully we can still provide an overall positive experience for you. Although we have been privately communicating, I will also address your concerns here. Thumbtack cares deeply about our customers, as such we take complaints very seriously. We are profoundly sorry for the stress and disappointment this professional has caused you. Anytime we receive a complaint about a professional, we reach out to both parties so we can hear each side of the story. By doing this, it allows us to work towards a resolution together. Simple misunderstandings are often the main cause of a complaint. Normally, once a professional realizes the misunderstanding, they are eager to fix it. We are just as disappointed as you to hear that this professional has not worked to resolve the issue. Thumbtack expects professionals to provide services that emulate the values we hold of our own company. After our investigation we have concluded that this professional's behavior is contrary to Thumbtack's values, in consequence of that we have decided to no longer allow him to remain on our site. We can not apologize enough for the poor service and experience that this professional provided you and your family. I greatly appreciate you bringing this situation to our attention. Thumbtack is dedicated to taking care of our customers. Therefore, we will continue to investigate and evaluate other actionable steps we can take to help you in this situation. I will personally be in contact with you every step of the way until we reach a resolution. If there is anything further we can do to relieve the stress this professional has caused, or help in any way, please let me know. Sincerely, ******

11/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchase over 9 months of Thubtack credits, I have not received not even one client/want refund I have purchase over 9 months of Thubtack credits, I have not received not even one client and want refund of all the times I have purchased credit. I have never received any clients from here and realized it is SCAM. I want my full refund on my money.

Desired Settlement: I am seeking to get refund for all the money I have paid for credits to this company.

Business Response: Initial Business Response /* (1000, 5, 2014/10/15) */ Dear ******, I am reaching out regarding the BBB complaint you filed against Thumbtack. We take these complaints seriously and would like to discuss your concerns. I have tried calling several times, but unfortunately, have not been able to connect with you. It's disappointing to hear that you have not found more success with Thumbtack, and we would like to help in any way we can to change that. I understand the frustration of not hearing back, or being hired, when you have offered a quote on many customer requests. Thumbtack takes several measures to prevent requests from customers that may not be legitimate. It is important to Thumbtack that we create a marketplace that can be trusted both by customers and professionals. Though we can not guarantee that a customer will hire on every request, we do ask that they have that intention to hire before placing their request. We discourage customers from "price fishing", or placing requests that are inaccurate. There may be several reasons why a customer does not respond to a quote you have submitted. We encourage customers to review all quotes they receive, and to review the professionals' profiles and reviews to help determine whom they feel is the best fit for their needs. Looking into your profile and messaging in the quotes you have submitted, there are a few things that may be a factor in not hearing back from customers. We would be happy to go over your profile and messaging in your quotes and discuss with you those areas of opportunity to improve. It is our hope that with some small changes, you can find greater success and be hired more frequently. As far as the request for a refund of credits that have been purchased, I would be happy to discuss that with you directly. I understand that the experience you have had with Thumbtack has not met your expectations, and we would like to do what we can to improve on that. I would like to speak with you to address your concerns. I have sent you an email directly with my contact information. Please call me at your earliest convenience so we can discuss this matter further. Sincerely, ****** S. Initial Consumer Rebuttal /* (3000, 7, 2014/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) HI ******, I stayed in the phone with one of your Representative discussing this matter and she was to transfer me to a supervisor, this never happened, as I waited for sometime. My quotes to the clients where tested by me and realized that although I provided low prices, and event free sessions- not one but few, not even one person will contact me back. This is very supercilious to believe that these leads are fake and that there is not much success with other customers and just complain. I am requesting a refund of all the times I purchased point for the last 2 years and half. Final Business Response /* (4000, 9, 2014/11/03) */ Dear ******, Thank you for reaching out to me so we could discuss your concerns. I apologize for any difficulty in getting to speak with me previously. I'm glad we were able to speak today to resolve this issue. I appreciate you giving us the opportunity to take care of this, and for the feedback you have provided to help us improve. Here at Thumbtack we strive to do all we can to help our professionals be more successful. We take many steps to ensure that customer requests are legitimate. We appreciate you using some of our previous suggestions, and it is disappointing to hear they did not yield better results. We are always looking for ways to improve our service, and make it a better experience for both our customers and professionals. I appreciate you working with us to come to an agreement regarding the credits you have purchased in your time with Thumbtack. We truly do value the time and effort you have put in to using Thumbtack for your business. It is regrettable that we were not able to help you find better success with Thumbtack. In the future if you wish to work with us again, we would be happy to work with you in any way we can to make it a better experience. If you have any further questions or concerns please contact me anytime. Sincerely, ****** S.

11/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: EXTREMELY **** POOR TREATMENT OF A BUSINESS ON THUMBTACK. MY BUSINESS ACCOUNT HAS BEEN DELETED AND I DIDN'T HAVE A CLUE UNTIL I TRIED TO LOG IN. I had nothing but good things to say about Thumbtack before. I would tell everyone about it. Despite all the bad reviews they have on BBB, I had an excellent experience and grew my business significantly with Thumbtack,...that is up until this point. Thumbtack has let me down in the worst way. I am very severely disappointed and outraged by the action that Thumbtack has taken against me. Yesterday ( 11/7/2014), at approximately 8:00pm EST. I get on my laptop and try to log in and I find out that my business account has been deactivated. I was absolutely FURIOUS. That means no leads, no business, no food for my family. I'm completely shut out of Thumbtack and don't have a FREAKING clue why. It was too late to call customer service right then on the spot, so I had to wait until this morning (11/18/2014 at appx 8:30 am EST. When I finally speak to Thumbtack Support, they inform me that ****** from the Marketplace Integrity Department has deleted my account. Becoming even more FURIOUS, I ask why, and they inform that **** ******** (the first person I got hired from on Thumbtack) made a complaint against me on. Her complaint was that the job was unfinished and some items were stolen. So now at this point I am absolutely OUTRAGED. Thumbtack claimed that ****** from Market Place Integrity attempted to reach out to me several times in reference to this, but I SWEAR I NEVER RECEIVED AN EMAIL OR A VOICE MAIL. I had no clue what was going on until I was shut out of my account. Thumbtack should have waited until they actually made contact with me and heard my story before deleted my freaking business account. This isn't Facebook where you just delete an account and you can't talk to your friends anymore. Deleted my account means HALTING MY BUSINESS, MY LIVELY HOOD, STOPPING ME FROM FEEDING MY FAMILY. There was no reason to shut down my account BEFORE ACTUALLY SPEAKING TO ME AND LISTENING TO MY SIDE. After I finished the job for ****, a WEEK (YES A WEEK) LATER **** began leaving me harassing voice mails and threatened to "kill me and my evil spirits" (yes she said it just like that). Realizing that she was crazy, I had to call **** ***** County Sheriffs Office and had Deputy's go out to her residence for them to tell her to stop harassing me. Besides the fact that I had to call the Police on her,...Lets sit down and think about this logically Thumbtack: if ****'s complaint has any truth to it about unfinished work and taken items and she is unhappy, THE WHY THE **** WOULD SHE LEAVE ME A GOOD REVIEW ON MY THUMBTACK PROFILE ON 10/19/2014 AFTER THE JOB WAS DONE ????? THAT DOESN'T MAKE ANY SENSE DOES IT???? UNHAPPY CUSTOMERS DO NOT LEAVE GOOD REVIEWS. SOME BODY IN THE MARKET PLACE INTEGRITY DEPT SHOULD HAVE LOOKED AT THAT AND SAID SOMETHING DOESN'T MAKE SENSE, BEFORE THEY DELETED MY BUSINESS PROFILE. WHY SHOULD ANY PROFESSIONAL DEAL WITH THUMBTACK IF THIS IS THE TREATMENT RECEIVED? The bottom line is Thumbtack claims that there care about professionals ( we are the ones paying for each quote and Thumbtack's source of revenue) yet there is no protection for the professionals. Anyone can make a ** complaint against you and your account (pretty much your business) will get deleted without you knowing. My advice to Professionals is to go with a different company like Angie's list where they actually value the professionals. A company that actually values there source of revenue which is the Professionals. Do not run your business and count on thumbtack, they will delete your account and leave you high and dry. I didn't think the complaints Thumbtack received on Better Business Bureau had any merit, but now I believe they do. Even though I've been hired time again and clients love me and leave great reviews, my business had been shutdown because of a Crazy lady, and I never even got to tell my side of the story. Other companies take businesses seriously and won't jeopardize a professionals business because of ONE BS complaint.

Desired Settlement: I WANT MY PROFILE BACK EXACTLY THE WAY IT WAS AND I WANT TO BE REIMBURSED FOR THIS UNWARRANTED DISRUPTION OF MY BUSINESS ON THUMBTACK. THUMBTACK SHOULD HAVE CONDUCTED A THOROUGH INVESTIGATION OF THE COMPLAINT BEFORE DELETING ANYTHING. A THOROUGH INVESTIGATION MEANS LOOKING AT ALL THE FACTS. LOOKING AT ALL THE FACT MEANS HEARING MY SIDE OF THE STORY AND LOOKING AND THE FACT THAT SHE LEFT A GOOD REVIEW ON MY PROFILE BUT NOW ALL OF THE SUDDEN, WEEKS LATER SHE IS CLAIMING THE WORK WAS NO GOOD. ANY ONE WITH A BRAIN CAN SEE THAT SOMETHING IS UP WITH HER. Thumbtack treats it's professionals like they are on some kind of social media website. If a professional takes the time to create a profile on your website and conduct business through your website, you should treat it more seriously. Get to the facts before you go off delete a business account and disrupting some one's business who took the time to use your website. My account was deleted and I had no idea Thumbtack was trying to reach out to me about this complaint. Either way, Thumbtack should have waited until the made actual contact with me and heard my side of the Story before my Business profile was deleted. There were no exigent circumstance were my profile needed to be deleted. I have been hired times after **** and other customers have left good reviews so I must be doing something right. Thumbtack failed to look at the whole picture and the totality of the circumstances to come to a conclusion. NO ONE LEAVES A GOOD REVIEW, I MEAN NO ONE, LEAVES A GOOD REVIEW IF YOU HAVE DONE A BAD JOB. THE LADY THAT COMPLAINED AGAINST ME LEFT A GREAT REVIEW AFTER THE JOB WAS DONE, AND DECIDES WEEKS LATER TO COMPLAIN??? OBVIOUSLY THERE IS SOMETHING SUSPICIOUS ABOUT THAT. But Thumbtack wasn't observant enough to see that, so now I am left to suffer. I DEMAND THAT MY ACCOUNT BE REACTIVATED AND MY PROFILE TO BE EXACTLY HOW IT WAS AND I WANT MY CREDITS THAT I PAID FOR TO SEND QUOTES. I TOOK THE TIME TO GET THE BACKGROUND CHECK (which I passed), AND CREATE A NICE PROFILE TO RUN MY BUSINESS AND WANT IT BACK THEY WAY IT WAS IMMEDIATELY. I DEMAND THAT THUMBTACK CHANGE ITS PRACTICES OF DELETING A BUSINESS PROFILE BEFORE YOU EVEN HERE WHAT THE BUSINESS OWNER HAS TO SAY. IF THE BUSINESS IS GETTING GOOD REVIEWS FROM OTHER CUSTOMERS AFTER THE FACT, THEN OBVIOUSLY THAT BUSINESS IS DOING SOMETHING RIGHT AND THERE ARE NO EXIGENT CIRCUMSTANCES WHERE YOU NEED TO DELETE THAT BUSINESS TO PROTECT ANYONE. THE PROFESSIONALS ON THUMBTACK ARE YOUR PAYING CUSTOMERS, AND DELETING A PROFESSIONALS PROFILE BEFORE SPEAKING TO HIM IS **** POOR COSTUMER SERVICE.

Business Response: Initial Business Response /* (1000, 5, 2014/11/10) */ Dear ***, I am writing in response to your BBB complaint with Thumbtack. I appreciate the opportunity you've given us to resolve your situation. I know that we have already resolved your concerns over the phone. However, to ensure that we addressed each of your concerns, I will respond to them below. First and foremost, I apologize for the negative experience you had with the customer who hired you on Thumbtack. I had called and left a voicemail on October 28th and followed that up with an email asking you to contact me so that we could resolve this for both parties. We take customer complaints on Thumbtack very seriously, but also understand there are two sides to every story. It is clearly imperative that we speak to both parties so that we can make the most accurate and holistic decision possible. I emailed you again on November 5th, which you stated you also did not receive. This email was again asking you to contact me directly within 72 business hours so that we can get the customer complaint resolved. It was only after not hearing from you, which I can completely understand if you didn't receive the messages, that I was forced to close your account. After I spoke to you today, we resolved the situation and immediately re-opened your account. Your account has been reinstated exactly as it was minus the credits on the account, as those had already been refunded. I appreciate you contacting me so that we could resolve your concerns and, most importantly, help you in the growth of your business. Please do not hesitate to contact us directly if you have any other questions or concerns. Sincerely, ****** Initial Consumer Rebuttal /* (2000, 7, 2014/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Issue was resolved over the phone .

11/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Thumbtack is soliciting/sponsoring an individual to provide home improvement services that is unlicensed and does not honor Guarantees and warranties. Superior repair and services was hired through thumbtack, Inc. to perform interior/exterior repairs on the home of a blind and physically challenged senior citizen couple. The work was inferior and shoddy and lasted all the more of 5 weeks. When he was contacted regarding the shoddy work he failed to be compliant. So I contacted ****** who is a part of the marketplace integrity team at Thumbtack. I am a relative of the couple but I reside in NYC and the services were rendered in Newport News, VA. It is complicated for the couple to fight this battle and *****-the provider knew this. So with Larceny in his heart he continued to ignore the matter. Now I asked that your business please intervene and provide a resolution.

Desired Settlement: A refund in full, plus any other punitive damages caused by the fraud displayed.

Business Response: Initial Business Response /* (1000, 5, 2014/11/04) */ Dear ******, I appreciate you taking the time to bring your concerns to our attention. I have personally been working with you and the professional in question, to reach a resolution. I am glad that we were able to come to a positive solution, I would also like to respond to your concerns publicly. At Thumbtack we are passionate about our customers, therefore we treat complaints very seriously. I apologize for the unfortunate experience you had with Superior Repair and Service. It is Thumbtack's mission to introduce customers to qualified professionals. We invite professionals to display their qualifications and experience on their Thumbtack profile in order to help customers better compare professionals. We believe the customer knows their needs better than anyone else and is therefore the most qualified individual to determine which professional is the right fit for their project. As such, Thumbtack does not vet or promote any particular professional on our site. In the end, regardless of the situation, we are dedicated to taking care of our customers. If a dispute arises between a customer and professional, Thumbtack reaches out to both parties to investigate the situation. We then encourage the customer and professional to work towards a resolution together. Although this professional attempted to rectify some of the work he performed, we understand that you feel like his work was unsatisfactory. However, I am glad we have been able to reach a resolution. Thumbtack truly cares about our customers. Thank you again for reaching out to us about this situation, we were happy to help resolve your concerns. If there is anything else we can do for you, please contact me directly. Sincerely, ****** Initial Consumer Rebuttal /* (2000, 7, 2014/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I've been in constant contact with ****** from the start of the problem. Bottom line, he has provided the resolution I've been seeking. I would also like to thank you BBB for your participation/resolve in this matter.

10/30/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Did not deliver a great or even good service for advertising as advertised by Thumbtack. Thumbtack states that there are hundreds to thousands of leads generated daily. Yet, that is only based on the market or products/services that I offer. I do not have a problem with that. The problem lies with the supposed leads that are generated based on my services offered. I've had dozens of leads which have been generated based on the different services I offer. To that, I've been happy to report that zero of these leads have turned into customers. I've gotten to the stage where out of over one hundred leeds I've quoted, only one has hired me. And that one, still did not turn into a paying customer. So, for a wasteful $100.00. I've received no customers from Thumbtack. I've even gotten a golden profile with the site. Alongside the fact that I received no customers from the leads, customer service was horrible in refunded the credits that were owed to me based on the no-response from customer policy they have. It takes two credits for the services I offer to send a quote to the "customer" or "lead" generated. So I really get no value and is the same as if I try to post a small ad on Facebook. Actually, Facebook may actually get me more leads for my services. But, then again, the claims of Thumbtack giving my business more traffic is nothing more than a big lie.

Desired Settlement: I would prefer just the refund of all the money I've had to waste on the credits I had to buy from Thumbtack. The amount of time I wasted can't be calculated, therefor I really do not find it relevant. Although, the over forty hours I've wasted in trying to advertise with Thumbtack would be nice to have some compensation to it. A $1000.00 settlement would be perfect. But if not met or matched, will negotiate. This has been a huge waste of time for my company.

Business Response: Initial Business Response /* (1000, 5, 2014/10/13) */ Dear ****, I am writing in response to your BBB complaint against Thumbtack. It is disappointing to hear that you have not found more success with us thus far. We want to do all we can to help professionals be more successful and grow their business with Thumbtack. I appreciate you speaking with me so we could discuss some suggestions to help you be more successful with Thumbtack. In reviewing your profile, the biggest opportunity would be getting some reviews for your profile. Positive customer reviews can have a great impact on whom a customer chooses to hire. Reviews are the best way for potential customers to see the quality of work and customer service that you provide. We have found that professionals that have at least four positive reviews are four times more likely to be hired. I have sent an email with instructions on the different ways to get reviews for your profile. Something else that may help would be to update your profile picture. A company logo is good, however many customers like to see whom they may be hiring, so a picture of yourself may be better. This can help put a customer at ease, and feel more comfortable hiring you. It is also a good idea to personalize your quotes to customers. When responding to a request, referring to the customer's specific needs tends to get a better response. This shows the customer you are interested in them, and have taken the time to go over the details, rather than just offering a general response. As requested, I have issued a refund for the credits you have purchased up to now. Please allow 3-5 business days for bank processing of the refund. In addition, I have applied 40 free credits to your account. It is our hope that by implementing some of the changes we have suggested you will find greater success, and begin being hired soon and often. I appreciate you giving Thumbtack the opportunity to help your business grow and be more successful. If there is anything further we can help with please let us know, we're always here to help. Sincerely, ****** S.

10/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Too many emails wanting money to send a Quote. The Idea that you must pay to submit a quote and cannot contact the interested party directly is wrong My belief is that this company is milking already hard working techs for money and no work comes of it.

Desired Settlement: Just plain good old honesty and some work would be fine. They could charge 1-3$ for a work fee! THATS IT!!

Business Response: Initial Business Response /* (1000, 5, 2014/10/02) */ Dear *****, I am writing in response to your BBB complaint against Thumbtack. I appreciate you taking the time to speak with me over the phone so we could resolve your concerns. I am writing to detail our actions below. It is disappointing to hear that you have not found more success with Thumbtack up until now. I understand the importance of the time and effort you have put in to building your profile and quoting on customer requests. Looking over your profile, we have some suggestions that will increase your success as a Thumbtack professional. One of the most important items that can help you get hired more frequently is getting reviews from past customers. We have found that professionals that have at least four positive reviews are four times more likely to be hired than a professional that does not. As promised, I have sent you the information on how to get those reviews both from Thumbtack customers as well as customers you have worked with outside of Thumbtack. Updating your profile picture so that the client can become familiar with your face is another important way to increase your success rates. This helps build trust and makes a customer more comfortable hiring you. It is also a good idea to personalize your quotes to the individual customer's request, showing you have taken the time to review their request in detail and are addressing their specific needs. I am glad we were able to resolve your concerns, and look forward to continuing to work with you. If there is anything further we can help with please let us know. Sincerely, ****** S.

10/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid $200 down for help with the financial part of a business plan. Received nothing & ***** ****** refuses to refund my money. I used thumbtack to find someone in Colorado to help me with the financial section of my business plan. Thumbtack referred me to ***** ******. After paying $200 down, several delays and multiple concerns with the service I was receiving from *****, I complained to thumbtack who told me that they do NOT get involved with the people that they recommend on their site and the clients who hire them. This was the most unprofessional experience I have ever encountered. I paid 50% of the service fee upfront only to be let down time and time again. ***** was unable to follow through with any of the completion dates she committed to and at the end, I had to walk away from her services due to her lack of attention on this project and poor communication. I received nothing and asked for the $200 down payment to be returned and she refused. I will gladly provide all of the email, text, and voicemail correspondence that includes all her excuses and apologies for "not being professional" and for "not following through".

Desired Settlement: I want the $200 down payment returned to me ASAP!

Business Response: Initial Business Response /* (1000, 5, 2014/10/02) */ Dear ****, I am writing in response to your BBB complaint against Thumbtack. It is disappointing to hear that you had such a difficult and frustrating experience with the business planner you hired. I am glad that we have been able to resolve your concerns over the phone. However, I'll also respond to them below. Thumbtack takes complaints from customers about professionals very seriously. After receiving a complaint, we make every effort to reach out to both parties to gain a clear understanding of the dispute. In most cases, the professional is given an opportunity to resolve the complaint with the customer first. We consider the manner in which professionals handle complaints very important, as it speaks to the quality of service they provide. We expect professionals to handle such complaints in a friendly and courteous manner, and failure to do so prompts a review of their account status with Thumbtack, as we only want quality-service professionals on our website. We will continue to investigate to determine what further action needs to be taken in regards to the professional and their standing with Thumbtack. I would also like to apologize if your initial contact with our support team was not positive. Thumbtack cares very much about the satisfaction of our customers and it appears we missed that goal in your first interaction with our support team. I appreciate your patience in giving us the opportunity to resolve this situation. If there is anything further we can do to help, please let me know. Sincerely, ****** S.

10/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Thumbtack sends out fake quotes. I did business with them and realized after everything it was all a scam. More like a bait and switch tactic. if you sign up for a free account you don't get any leads for jobs. but the minute you buy credits you will get a ton of jobs coming to your email. its all about the dollar bill with them. you have no way of finding out If this lead is legit or not. the only way to find out if the lead is real is if they include a phone number. Gigmasters does the right thing and gives you a phone number to contact the customer. Not Thumbtack!! This is the way you can take peoples money on thumbtack. (probably want thumbtack does). Setup a fake account. Make a request for some kind of service that you need (karaoke, caterer, tax help...whatever category they have.) then wait for the responses to come in and just view the quotes. don't respond or hire any of them. (when you do that the service provider loses there credits that they purchased when you view a quote before 48 hours). so now you took the money from the service provider and none of them get hired. they have to keep spending money to try to get hired but they don't know if the person sending out the request is a real customer or thumbtack making money taking credits to stay in business. if you don't believe me, try it for yourself. you can go on there right now and make a fake account and do all this to see for yourself that thumbtack is a fraud and scamming people. I am writing this to make everyone aware that until better guidelines are set for this company, they will continue to take peoples hard earned money and give their service providers empty promises and fake leads. it seems they make up names. you will notice that a lot of the quotes are **** ** ***** ** ******* ** These names will continue to pop up because they are fake leads. I encourage you to try all this and then realize you don't need this service. Stay away from thumbtack. I hope someone audits this company and exposes them for fraud. Product_Or_Service: Credits

Desired Settlement: DesiredSettlementID: Refund Better business practicesrefund customers their money if they are not getting workstart having a age verification system to send a quote (kids wanting a party without parents permission is unacceptable)Require phone numbers to prove these leads are legitStop hiring kids for your customer service team (they blatantly said they don't care if you use their service. someone other service provider will come a long eventually.) that's unprofessional.issue refunds to all who were done wrong

Business Response: Initial Business Response /* (1000, 5, 2014/08/31) */ Dear M ** I am writing in response to your BBB complaint against Thumbtack. I am sorry to hear that you have not found success on Thumbtack. We work really hard to introduce you to interested clients, and encourage our customers to respond to each quote. First, I would like to apologize if your initial experience with Thumbtack Support was not positive. We are obsessed about the satisfaction of our customers, and if we failed to meet that goal in your initial contact with our support team, I apologize. We are not in the business of scamming our professionals. Not only is it fundamentally against what Thumbtack stands for, it doesn't make sense from a business perspective either. Thumbtack can only succeed if our professionals succeed - that's why we work hard to help our professionals get hired as often as possible. We can only grow if we are connecting real, serious customers with real, quality service pros. We spend considerable time and effort on a request verification process to flag suspicious requests. We then manually check those that have been flagged as suspicious. Only requests that clear these processes are forwarded to our professionals. Of course, no system is perfect, and we constantly work to improve the process. In your email, you mentioned receiving an increase in customer requests only after you began submitting quotes. When a professional's account is less active or dormant, our system is designed to lower the number of customer requests published to those professionals until they become active again. We do this in order to avoid spamming professionals who are not engaged in using the site. Placing a new quote will remove the limiter completely, and clicking on requests will increase the limit. I would also like to clarify that when a professional initially sets up a free profile, we do not limit the number of requests they receive. When you submit a quote, the customer will receive your contact information. This includes your name, email, and phone number associated with your service, along with your profile, reviews, and your first message. We do not share the business address. If the customer chooses to put a phone number, you will be able to see that number. If the customer chooses not to provide a phone number, you may contact the customer through messages via Thumbtack. These messages will be relayed to the customer's email. As a sidenote, we do not include the customer's last name in the request in an effort to protect the customer's identity and privacy. We found that many customers prefer to receive quotes from the professionals and then have the option of which pro to contact to complete their project. However, we also recognize that you need tools to help you sell the customer on your service. Your initial quote is imperative, but after submitting the quote, you may also ask the customer for their contact information through Thumbtack's messaging system to continue communication through another channel. There is no limit on how long you can communicate with the customer. Please allow me to take a moment to clarify the refund policy that applies to Thumbtack Credits. As noted on the page where you submitted your quote, we'll automatically send you an email as soon as your quote is viewed by the customer. If the customer doesn't view your quote within 48 hours of your submission, we'll automatically return the Thumbtack Credits to your account, so you can use them again free of charge on the next work request that interests you. If at any time a professional on Thumbtack feels that a refund should be made, they can contact us. It is also against Thumbtack's terms of use for any individual under the age of 18 to submit a request. If a professional receives a request from anyone under the age of 18, they can notify the support team. We will always investigate the issue and provide a refund to the professional when appropriate. We are a small company with a big missionhelping grow your business. We are actively refining and improving our process of connecting professionals and customers. Unfortunately, I was unable to locate your account based on the information provided in the complaint. If you would like to review the details of your account, please feel free to contact me. I hope I was able to resolve your concerns. Please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ***** Initial Consumer Rebuttal /* (3000, 7, 2014/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the same response they put on every complaint they copy and pasted it. That's unacceptable Final Business Response /* (4000, 9, 2014/09/17) */ Dear M ** I appreciate your concerns and willingness to continue correspondence. I apologize if your experience with Thumbtack has not be positive. I would like to address your concerns and help reach a desired resolution. With the little information provided in your complaint, I have been unable to locate your Thumbtack account. If you would be willing to provide the name or email address associated with your account, I would be very willing to address your concerns more specifically. If you are not comfortable sharing your name or email address with the BBB, please contact me at the number below so that we can discuss your account and help you reach a resolution. We could also review your account for a potential refund. Otherwise, please refer to my previous response which addressed your concerns in general. We take each complaint from customers or professionals seriously at Thumbtack. Each complaint is reviewed individually, and we tailor each of our responses based on their complaint and the information provided in their account history. While it is true that we use much of the same language in responding to complaints, we do this in an effort to stay consistent with the values and policies of Thumbtack. Sincerely, ***** Thumbtack Support Team Phone XXX-XXX-XXXX Email *******@Thumbtack.com www.thumbtack.com Final Consumer Response /* (4200, 11, 2014/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your customer service is ran by immature kids. Your company doesn't understand the meaning of customer service. When i called apparently everyone is a manager and when i asked for a call back from a real manager or the owner i was hung up on. Your company has no right to take anyone's money and you provide fake leads. I want s call from the owner. Not some **** kid pretending to be a manager.

10/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I believe that Thumbtack posts 100s of bogus requests for quotes on their site daily, which professionals reply to at a fee. I have paid for credits and quotes which are read and then the request canceled so Thumbtack receives the money and won't refund. If they have others internally or externally creating the ads they stand to make between $5000 and $25000 a day collecting money w/o providing a real service. Plus when creating the account by filling out stuff and advertising they give you credits for quotes you seem to not actually be able to use.. told me I have 92, but had to pay $9.99 today to buy 6 credits for a quote. See if the quote is not read (someone who may just be screwing around) the will refund the credits, however if canceled after read, they keep the money. We have ZERO proof the request are real, or anyone is actually accepting the quotes.

Desired Settlement: Refund for all the costs setting up the account and credits purchased and those earned based on their rate of $1.67 per credit, approximately $200.40

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ Contact Name and Title: ****** MI ******* TL Contact Email: *******@thumbtack.com Dear *****, I am writing in response to your BBB complaint against Thumbtack. I have attempted to contact you directly to address these concerns, but we have been unable to connect. After the complaint with the BBB was submitted I see that you have been in contact with our support team. I hope that many of your concerns have already been resolved, however, to ensure that we address each of your concerns I will respond to them below. Thumbtack can only be successful if our professionals are successful - that's why we are always working hard to help our professionals get hired as often as possible. We can only grow if we are connecting real, serious customers with real, quality service pros. We spend time, effort, and funds on a request verification process to flag suspicious requests. We then go in and manually check those that have been flagged as suspicious. Only requests that are cleared by these processes are forwarded to our professionals. Of course no system is perfect and we are constantly working to make the process better. The ultimate guide to know if you should submit a quote on a request is you. Professionals can review the request to gauge the customer's involvement. If you decide that you are interested, available and qualified for a request, you have the option to send a customized quote. You get to choose which requests are a good fit - and which you'd like to respond to. Please allow me to take a moment to clarify the refund policy that applies to Thumbtack Credits. As noted on the page where you submitted your quote, we'll automatically send you an email as soon as your quote is viewed by the customer. If the customer doesn't view your quote within 48 hours of your submission, we'll automatically return the Thumbtack Credits to your account, so you can use them again free of charge on the next work request that interests you. If at any time a professional on Thumbtack feels that a refund should be made they can contact us. In regards to earning credits while setting up your account there may be a little misunderstanding. You earn points by taking certain actions on Thumbtack to improve your profile, such as adding reviews or photos to your profile. Thumbtack awards Bronze, Silver, or Gold badges to professionals to earn a certain number of points. These badges are our way of identifying the most committed professionals who are serious about delivering quality services through Thumbtack. Points are not to be confused with credits. Credits are used to send quotes to customers. More information about credits can be found here: http://www.thumbtack.com/pros/credits. We are a small company with a big mission. We are actively refining and improving our process of connecting professionals and customers, as it's important to us that we create as many great experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ***** Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) When you called the 1st time I told you I was in a meeting and to call me the next day between 11am-1pm. You called at 9:42 AM that day NOT when you said you would all when I was not available, so if you can't bother to at least honor my request to call when I ask, I no longer wish to talk on the phone. Per my attorney all communication must be in writing to create a history / record of what is discussed. I still feel based on what is seen that I would believe at least 20% of all requests for quotes for Thumbtack are bogus and designed by Thumbtack to create revenue at the expense of us, the providers. I have since seen people request the same quote 2-3 times in same day or week. I have seen quotes canceled after viewing them, saying we don't get refund and then the OPs account is gone, the whole thing canceled, and no refund issued after you collected $50. I think something smells bad here and you have no visible checks and balances for your provides to see who is getting the work, is anyone getting the work, are these real requests. You have no way for us eliminating the bogus ones and wasting time on those who have zero clue to what the want or what things cost. Been talking to others with similar concerns, their wish is we get an attorney to investigate more, maybe contact the Attorney General and depending on the results look into a class action against Thumbtack to return the funds taken w/o merit. There is my 2cents. You may write, but as of this email please do not call again. ***** S. Copy ***** & ******, Legal File #XXXXXX Final Consumer Response /* (4200, 11, 2014/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Duplicate proposals are received daily with only the slightest of changes allowing others to bid, so based on that instead of 5 quotes they are getting 10 or 15 (possible) if they are even real people which could if not caught cost us 3x the amount to bid on the same job that is most likely never going to happen. Allowing others to post your "minimum" prices i.e. $400-$600 for a wedding and then int their notes saying "my budget is really $100" is circumventing the system and if not caught makes professionals bid on something that is false. Allowing 13 y/o girls to post asking to be a model is not something that is of value, and we may not know until after we spent the money If a bid is declined we need to know why.. not just "cancelled" or "picked another provider" but if you're taking our money we need to know why there is no valued impact, declined do to cost, quality, experience, style, moral grounds, hates short people, what? You're getting providers to toss money into a pit. Where are any reporting functions to show the overall success rate for our category allowing us to see IF IF IF Thumbtack is valued for our category. If you're collecting $60K a day from Photographers yet photographers are getting $5K a day in work, it's not a good advertising venue for us... w/o this information your ability to glean funds w/o results are vast. Allowing anyone to ask for quotes w/o any checks or balances in place is a money pit for the vendors, you have addressed the fact by saying "we don't want to charge our customers" but you're opening up the huge pit of fake requests and a financial drain on the vendors, this needs to change and fast. If nothing else a CC on file for the people bidding to at least have a way of showing they are old enough for a CC, because we can't keep tossing money into kids wanting pictures of their birthday. I am tired of placing a bid for an event to hear back "let me ask my parents' You're allowing others to steal our money and you're getting the money. I can go on for about 20 more reasons. However these need to be addressed publicly or though legal channels soon. There is a growing wave of those who feel as I do, and legal action may soon follow, including detailed audits and financial records and more in discovery if we go to trial or most likely in your agreement binding arbitration. These things need to be addressed and fixed or at least a way we (providers) can be shown were our money goes, to whom, who gets the work, why they do and we don't so the playing field is level. Final Business Response /* (4000, 13, 2014/08/05) */ Dear *****, I appreciate your willingness to continue to correspond so that we can answer your questions and resolve your concerns. Thumbtack cares about the success of our professionals. As we verify customer requests, we remove duplicate requests (from same customer regarding the same service) made within 72 hours of each other. If a duplicate request somehow gets through the request verification process, a professional can contact our support team and request a refund. Duplicate requests are not supposed to get through, but if they do, we will gladly refund the professional. We don't think you should have to spend your hard-earned money to submit a quote unless you believe the job would be a good fit for you. That's why we pass along a customer's anticipated budget whenever they share this information with us, which you can use to decide whether submitting a quote might be worthwhile for your business. We encourage you to respond only to requests that look like they could turn into viable work. We always encourage our customers to be as accurate as possible in their requests. If for some reason a customer places inaccurate information in a request, so that the request is unusable by the professional, then the professional can contact us and we will refund it. Ultimately, it is the professional's responsibility to quote only on requests that they feel are a good fit. It is against Thumbtack's terms of use for any individual under the age of 18 to submit a request. If a professionals receives a request from anyone under the age of 18, they can notify the support team. We will always investigate the issue and provide a refund to the professional. Because the service professional and the customer usually move communication to their own email, or connect via phone after quotes are submitted, we actually have a hard time tracking precisely what happens after the introduction is made. We always encourage customers to update the status of their project as soon as they hire a Thumbtack professional. I understand that not knowing why a quote is cancelled can be frustrating. We are working to improve the feedback process of when and why a pro is hired or not hired on Thumbtack. We strive to help our professionals succeed by teaching them to submit winning quotes and create amazing Thumbtack profiles. For more information, follow these links: http://www.thumbtack.com/pros/winning-quotes http://www.thumbtack.com/pros/how-thumbtack-works#get-hired Thumbtack is not in the business of generating fake leads. We put a lot of time and effort into our request verification process to ensure that legitimate requests reach our professionals. Every customer request goes through this system without exception. All suspicious requests are flagged, reviewed again, and only passed on to professionals if they pass our guidelines. We also recognize that no system is perfect, and if an inaccurate or unusable request (including requests from users under the age of 18) gets through the verification process, a pro can contact our support team, and we will always review it and refund those credits, when appropriate. We currently believe that requiring customers to place a credit card on file would alienate them from the site and therefore, greatly diminish the number of requests Thumbtack can forward to its professionals. I appreciate you reaching out to clarify your concerns. Thumbtack is dedicated to becoming THE online marketplace for local services. Your feedback along, with all of the feedback from other Thumbtack professionals and customers, helps us become better. If you have any further questions or concerns, please feel free to let me know. Sincerely, Tyler

10/20/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Thumbtack refers customers to vendors who do not have the skills to deliver - I spent $500 and received a very poor product. I received a poor quality product from a Thumbtack vendor - I spent $500 and could not use the goods I received. The vendor had numerous 5 star reviews, which I strongly believe to be false. Thumbtack said they followed up on my dispute but could not resolve.

Desired Settlement: $500

Business Response: Initial Business Response /* (1000, 5, 2014/09/25) */ Dear ****, I am writing in response to your BBB complaint against Thumbtack. I have attempted to contact you several times but have been unsuccessful in connecting with you. It is very disappointing to hear that your complaint was not resolved by the professional as they had agreed. I hope to further address your concerns below in an effort to reach a resolution. Thumbtack takes complaints from customers about professionals very seriously. After receiving a complaint, we make every effort to reach out to both parties to gain a clear understanding of the dispute. We also ask for any documentation available to assist in determining what further action Thumbtack needs to take to ensure the dispute is resolved. In most cases, the professional is given an opportunity to resolve the complaint with the customer first. We consider the manner in which professionals handle complaints very important, as it speaks to the quality of service they provide. We expect professionals to handle such complaints in a friendly and courteous manner, and failure to do so prompts a review of their account status with Thumbtack, as we only want quality-service professionals on our website. In your situation, this appears not to be the case. Based on the communication we originally received from the professional, we encouraged them to resolve the dispute with you directly. Because the professional has not attempted to resolve this dispute, Thumbtack is prepared to take further action to see this resolved to your satisfaction. We would like to speak with you to discuss available options to resolve your complaint. Thumbtack cares very much about our the satisfaction of our customers. We would appreciate the opportunity to resolve this situation with you as soon as possible. Please contact me and we will gladly work to find a satisfactory resolution for you. Sincerely, ****** ** Thumbtack Support Team Thumbtack.com Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com Initial Consumer Rebuttal /* (3000, 7, 2014/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please call me to resolve on XXX XXX XXXX Final Business Response /* (4000, 9, 2014/10/13) */ Dear ****, I am following up regarding your BBB complaint with Thumbtack. As you requested I have attempted to call several times to discuss and resolve your complaint. Unfortunately, I have not been able to make contact with you. We would like to resolve your concerns as soon as possible. Please call me at the number below at your earliest convenience. I look forward to speaking with you to discuss your concerns. Sincerely, ****** ** Thumbtack Support Team Thumbtack.com Phone (XXX) XXX-XXXX E-mail *******@Thumbtack.com Final Consumer Response /* (4200, 11, 2014/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi - please contact me on XXX XXX XXXX to resolve. thanks

10/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I never signed up for this service. This organization will not stop soliciting my business via email although I've unsubscribed to their email. Will not stop email solicitation after unsubscribing from their emails. I never subscribed for this service in the first place.

Desired Settlement: STOP EMAILING ME

Business Response: Initial Business Response /* (1000, 5, 2014/09/22) */ Dear ****, I am writing in response to your BBB complaint against Thumbtack. I have attempted to contact you directly to address these concerns, but we have been unable to connect. I apologize for your experience with Thumbtack emails. Based on your recent request, I have updated your account so that you won't receive customer request emails or texts. Here are the steps to view and update your notification preferences: http://support.thumbtack.com/hc/en-us/articles/XXXXXXXXX. The benefit of unsubscribing from email and text alerts, rather than deleting your account, is that your account activity, reviews, and profile settings will be saved and stored. Also, you'll be able to view customer requests when you log in to your account. Please contact us if you have further questions. We're always here to help. *****

9/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Basically, Thumbtack failed to produce the leads they promise. Many are obviously fake and the two "legitimate ones" were also fake. Thumbtack flooded my email with alleged leads, just like the form of many others. These leads are obviously fake, and often to passed on to me, when I am clearly not what the person is looking for. For example, my servicing address is clearly too far or they are looking for a female personal trainer, and I am male. I talked to one client that wanted a quote over the phone, and he stammered through my questions, clearly not wanting or needing my services, and yet claiming I was the perfect match for him. Subsequent calls to him, were not received, nor were the messages returned. I booked an assessment yesterday on a woman, and when it came to pay for my service, she claimed to have to go to the doctor and learn whether or not she was going to have gall bladder surgery. The last two days, just many complaintants, my email has been flooded with "leads". Apparently, this is the format that Thumbtack uses.

Desired Settlement: I think my money needs to be refunded, and the site needs to be shutdown.

Business Response: Initial Business Response /* (1000, 6, 2014/09/02) */ Dear ***, I am writing in response to your BBB complaint with Thumbtack. I appreciate the opportunity you've given us to discuss your concerns and resolve them. I know that ****** has already resolved your concerns over the phone. However, I'll respond to them below as well. Thumbtack is not in the business of scamming our professionals. Not only is it fundamentally against what Thumbtack stands for, it doesn't make sense from a business perspective either. Thumbtack can only succeed if our professionals succeed - that's why we work hard to help our professionals get hired as often as possible. We can only grow if we are connecting real, serious customers with real, quality service pros. We spend considerable time and effort on a request verification process to flag suspicious requests. We then manually check those that have been flagged as suspicious. Only requests that clear these processes are forwarded to our professionals. Of course, no system is perfect, and we constantly work to improve the process. You mentioned receiving a high volume of requests. The number of customer requests is based on the demand for your service category and your service radius. If you would like to lower the number of requests, you can adjust your service radius to be smaller. Also, some requests categories allow customers to be gender specific in their request - like a request for a "male personal trainer". Unfortunately, our system cannot differentiate between male and female professionals when forwarding these requests. This is something we are hoping to update soon. We don't think you should have to spend your hard-earned money to submit a quote unless you believe the job would be a good fit for you. That's why we pass along all of the request information, which you can use to decide whether submitting a quote might be worthwhile for your business. We encourage you to respond only to requests that look like they could turn into viable work. We always encourage our customers to be as accurate as possible in their requests. If for some reason a customer places inaccurate information in a request, making that request unusable by the professional, then the professional can contact us and we will refund it. Ultimately, it is the professional's responsibility to quote only on requests that they feel are a good fit. I appreciate you contacting us so that we could resolve your concerns and, most importantly, help you in the process of growing your business. Please do not hesitate to contact us if you have any other questions or concerns. Sincerely, *****

9/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I know that Thumbtack is a scam. I have spent $100 in the past week and gave these people my SS# for a backround check. I have not gotten 1 call. I even offer major discounts in my small area of 10 square miles and those people didn't even call. Scam. I want a full refund or I will sue.

Desired Settlement: Full refund.

Business Response: Initial Business Response /* (1000, 5, 2014/08/31) */ Dear *****, I am writing in response to your BBB complaint against Thumbtack. I have attempted to contact you directly to address these concerns, but we have been unable to connect. I hope I can resolve your concerns below. We are not in the business of scamming our professionals. Not only is it fundamentally against what Thumbtack stands for, it doesn't make sense from a business perspective either. Thumbtack can only succeed if our professionals succeed - that's why we work hard to help our professionals get hired as often as possible. We can only grow if we are connecting real, serious customers with real, quality service pros. We spend considerable time and effort on a request verification process to flag suspicious requests. We then manually check those that have been flagged as suspicious. Only requests that clear these processes are forwarded to our professionals. Of course, no system is perfect, and we constantly work to improve the process. We give you control over what you pay for and when - it is free to create a profile and to receive customer requests relevant to what you do. You choose who you'd like to respond to, and only pay when you choose to quote. There's never any obligation to respond to the customer requests we send you. There are no annual fees or minimum payments. I have reviewed your quoting history and it looks like you submitted 3 quotes between the 9th and 12th of August. I encourage you to give it another chance. Many of our most successful professionals say that it took them several quotes before their first customer hired them through Thumbtack. We see our role as that of making the introduction to a potential customer, and then we get out of the way, so that the pro, who is best equipped to actually sell the customer on their service anyway, can tackle the lead however they see fit. The 'pay to quote' model doesn't suit everyone. Purchasing leads on Thumbtack should be considered an advertising cost. similar to buying TV commercials or listing on a directory like Yelp. Many people see those advertisements, but only a couple will likely turn into customers. It can take a number of times before you land a job, especially in a competitive category, but in almost all cases, the money you make for that job easily pays for your quote investment. Based on your concerns, and to help build your faith in Thumbtack, I have refunded all of the credit purchases you have made since adding your service on August 8, 2014, a total of $31.66. I appreciate you reaching out to clarify your concerns. Thumbtack is dedicated to becoming THE online marketplace for local services. Your feedback, along with all feedback from other Thumbtack professionals and customers, helps us improve. If you have any further questions or concerns, please feel free to let me know. Sincerely, *****

9/15/2014 Billing/Collection Issues
9/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is an internet service which provides time sensitive work leads. The leads I receive have been seriously delayed, with no resolution. Thumbtack provides time sensitive work leads for a fee. For several months I have been receiving these leads significantly later than other pros, causing me to lose work that has resulted in serious financial problems for my business. After almost a year of using Thumbtack exclusively, my business is failing because of this. Basically other vendors are getting an unfair advantage because I am not being notified of the leads in a timely manner. I have spoken with them on the phone a few times and they admit a problem exists, but nothing has been done to resolve it. Thumbtack provides a service central to my livelihood, and is now exercising an unfair practice, delaying my notifications. I also have very high ratings for my business.

Desired Settlement: I would like a full CASH refund of all thumbtack leads that I have paid for over the past 2 months, and damages of approximately $600 due to lost business due to the unfair practice of delaying my leads. I can prove a sharp drop in my income, and I am sure thumbtack has records of the order of quotes made on their leads that will show, that they delayed sending times to my phone, email and account.

Business Response: Initial Business Response /* (1000, 5, 2014/08/22) */ Dear *****, I am writing in response to your BBB complaint with Thumbtack. I appreciate the opportunity you've given us to discuss your concerns and resolve them. I know that we have already resolved your concerns over the phone. However, I'll respond to them below as well. I apologize for any potential delay in receiving requests from customers through Thumbtack. We love helping our professionals grow their businesses, and we recognize that to be competitive, you need to be able to receive and respond to customer requests quickly. I want to assure you that our system is designed to send customer request information to all potential professionals at the same time. Each request is sent via email or text message, depending on each professional's preferences. All requests are also available on the professional's dashboard. When we spoke on the phone, we did some troubleshooting and found that you were currently receiving requests at the same time as other professionals. All of our customer requests go through a request verification process before they are published to our professionals. We can only grow if we are connecting real, serious customers with real, quality pros. We spend time, effort, and funds on a request verification process to flag suspicious requests. We then go in and manually check those that have been flagged as suspicious. Only requests that are cleared by these processes are forwarded to our professionals. One other thing to keep in mind, which we talked about on the phone, is that we only send text messages between the hours of 8:00 am and 9:00 pm of your local time zone. However, we send emails and update your request dashboard as soon as the request is published. I really appreciate your help in gathering data for our technical team in case you find any other issues. We will take your feedback and improve by it. I appreciate you contacting me so that we could resolve your concerns and, most importantly, help you in the process of growing your cleaning business. Based on your concerns and to help build your faith in Thumbtack, I also refunded a total of $151.58 to your card on file. Please do not hesitate to contact me directly if you have any other questions or concerns. Sincerely, ****** **

9/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There is no way to give a bid on the following request with out see the physical site location. No way. This was the information : a Six apt. bldg. that needs 100 amps changed to 200amps, permit, and then a panel with meters and fuses on outside and connected to KCPL. You could not give a bid for many reasons. But is that KCPL would require you to up grade the main line in from the pole to the house if the current one is under sized. That runs around 1000.00 plus KCPL would have to do a site review. Now if this was a real request then any licensed electrician would know this. If this is not a big red flag, then there is no way this is correct and true advertising by this company.

Desired Settlement: 100.00 Hour x 8 hours of my staffs time. $800.00

Business Response: Initial Business Response /* (1000, 5, 2014/08/22) */ Dear ****, I am responding to your recent BBB complaint regarding concerns with the quoting process. I appreciate you working with me to address these concerns over the phone. We value your feedback, and I have forwarded it to the appropriate teams to help us improve. Below, I will address the concerns we discussed on the phone and offer some suggestions on how to overcome potential obstacles in quoting with limited information from a customer. I recognize that in certain situations, it is difficult to offer an exact quote without seeing the actual work to be done. Many services available through Thumbtack require an on-site review in order to provide a more accurate assessment of cost. We do encourage customers to include as much detail as possible in their request. However, there may be information that is not available to, or unknown by the customer. In these cases, we suggest that you include a potential cost based on the information provided, but inform the customer that you require an on-site survey before providing an exact quote. There is also an option to not include a price estimate, and mark the quote as "Need more information". If you choose to include pricing in your quote, outline exactly what that price includes. In addition, inform the customer of the other services and/or options you have available for them. Any quote you offer is only an estimate and is subject to change based on your on-site review. It is also important to remember that responding to a customer request is not simply a quote, but an introduction of your services to the customer. Along with your quote, the customer will have access to your profile and contact information. This information will be available for them to access at any time, allowing them to contact you directly to discuss their project. As the professional, you know what information is helpful when preparing a quote for a customer. We greatly appreciate the feedback you provided. We value the opinions and feedback of our customers and professionals, and we rely on that feedback to help us improve. We are actively refining and improving our process of connecting service professionals and customers, and you have helped us in that goal. If you have any other questions or further suggestions, please let us know. We are always glad to help. Sincerely, ******

9/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: used this service to obtain clients. Provided quotes on a regular basis. Never obtained a single referral. I tried it myself, never received a quote. Over the past three months I was regularly solicited for quotes and paid the required fee. I never received a single referral and was surprised to learn that when I was the person seeking a referral, I was never provided a lawyer to use. This is a scam and I would like a refund of all my credits.

Desired Settlement: Each and every quote submitted through thumbtack should be refunded to me since there was no true client at the other end of the quote request.

Business Response: Initial Business Response /* (1000, 5, 2014/08/20) */ Hi ******, I am sorry to hear that you have not found success on Thumbtack. We work really hard to introduce you to interested clients, and encourage our customers to respond to each quote. I have gone ahead and refunded all the money you have spent with Thumbtack. I understand that it can be frustrating not hearing back from customers. I looked at your profile and noticed that you do not have a profile photo nor any reviews. A clear photo that shows your face increases your chances of being hired by 40%. Further, Customers are 400% more likely to choose you to perform the service when you have reviews. I strongly encourage you to ask some of your previous clients to write a review on Thumbtack. I believe that you can be successful on Thumbtack if you put more into your profile to really showcase your and your firm's strengths. You did not receive any quotes for your request for legal services because our request verification team flagged it as a test request. At Thumbtack we recognize that we can only be successful if we are connecting real, serious Customers with real, quality Professionals. We invest significant resources (time, effort, and funds) to screen our requests for signs that they are not legitimate requests. Thumbtack uses both automated and manual steps in an attempt to make sure our requests are being generated by legitimate individuals looking for appropriate services, and that these requests contain the necessary information for Professionals to craft a quote for the request. The request verification process begins with all requests initially being reviewed by a computer algorithm, which flags requests based on criteria we think signifies an illegitimate request. Then, a specialized request verification team personally reviews these flagged requests. One of the criteria that we flag for is when a service professional places a request for the same service he or she offers on Thumbtack. This type of request signals to us that the pro is potentially testing our system, so we don't send that request to other pros, because we don't want our pros to pay for requests that are not from serious customers. Our mission is to be THE online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service pros. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. Sincerely, ********* Marketplace Integrity Manager

9/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Misrepresentation of advertised clients and client screening practices. We contracted with 44 Flagstone, owner ***** ****. We entered into an agreement with him in the amount of $4,850.00 to replace and install new sod, build a frame around the front yard for landscaping designs, move an established hedge to back yard and fill in original area with flagstone next to walk way. First warning, this individual does not list a business address and uses check cashing facilities to cash checks, in addition to your personal bank that you issue drafts from. The only contact method you are given is his Metro PCS cell phone. Also, you need to understand that Thumbtack does very minimal background checks on individuals i.e. sex offender, only. Secondly, they do not require these people to register any address business, personal, or otherwise. In regards to the contract signed with Mr. ****, he has been paid in full for all proposed work, and any additional future charges in advanced for lawn service and a prorated charge for relocating the mature hedge. However, to date, our only contact with Mr. **** was on July 18, 2014 in which he stated he would be by and complete everything. As to date, he did not show up and has refused to return our calls, which have continued for a month with leaving many messages with no response in regard to pre-payments for lawn service which he has failed to complete, orange mortar used for placement of the flagstone and uneven edges against the yard frame which create a tripping hazard. In addition, he removed sprinkler heads without capping off the water source while laying the fresh sod. As a result, when the sprinkler system is turned on it creates jet streams and lowers the pressure which has caused inadequate watering which we have had to substitute watering by hand with a hose to protect the brand-new grass. In closing, as a result of his negligence, we are at the moment considering taking legal action against Mr. **** due to his lack of response and willingness to correct the situation. The additional ongoing out- of- pocket costs in addition to the $4850.00 paid to date to correct his mistakes that we have endured at present seems to be our only choice since he has failed to communicate or specifically, a willingness to show any due diligence in his commitment to execute his contracted agreement. We write this review in hopes of sparing you from becoming the next victim of 44 Flagstone and to be more aware of Thumbtack and the type of individuals they represent.

Desired Settlement: Seeking a company response other than per your customer service "we hate that when it happens". We spent close to $5000.00 in trust from your company's advertising that you work with professionals. However in this case, it would be more relevant to supporting scam artists with no company support when these actions happen in spite of you gaining a financial return from 44 Flagstone with our funds paid in good faith for poor non-completed work. In closing, I noticed today you are still advertising his services and the review I posted regarding Mr. **** is conveniently not present.

Business Response: Initial Business Response /* (1000, 5, 2014/08/20) */ Dear *****, I am writing in response to your BBB complaint with Thumbtack. I appreciate the opportunity you've given us to resolve your situation. I know that we have already resolved your concerns over the phone. However, to ensure that we addressed each of your concerns, I will respond to them below. I would like to first apologize if your first experience with Thumbtack Support was not positive. We are obsessed about the satisfaction of our customers, and we failed to meet that goal in your initial contact with our support team. We love helping our customers find professionals who can complete their personal projects. Thumbtack's role is to introduce customers to professionals; we do not vet or endorse any particular professional on our site. We believe that the customer knows their needs best and is, therefore, the best individual to decide which professional is right for their project. We take your concerns about safety on Thumbtack very seriously. When a professional signs up on Thumbtack, we review their profile, verify their email, and check their name and address against the National Sex Offender's database. Once a professional is approved, we give them the tools to demonstrate their professionalism and expertise. Each professional has a profile that includes not only a description of their services but also reviews, credentials, photos of their work, and licenses. All of these help customers like you to better understand the quality and trustworthiness of each professional. That said, we take complaints from customers about professionals very seriously. Introducing customers to quality professionals is our goal. If a dispute between a customer and professional on Thumbtack arises, we reach out to both parties to investigate the situation, and encourage both parties to communicate in order to reach a resolution together. I apologize for the poor experience you had with 44 Flagstone and the hassle you experienced. I am, however, very glad that we were able to find a resolution to your situation, and that you will now be able to complete your landscaping project. I appreciate you contacting me so that we could resolve your concerns and, most importantly, help you in the process of completing your landscaping project. Please do not hesitate to contact us directly if you have any other questions or concerns. Sincerely, *****

9/4/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I have had exactly 4 jobs from this service since starting about a year ago and wasted $42.98. I also never got paid for one of my jobs. I saw Thumbtack as a way to finally be able to get off the ground as far as getting started with my computer service. I would later find out that this was a poorly designed system that does not deliver quality leads AT ALL. It also does nothing to protect vendor/service providers against non-paying customers. Thumbtack claims to screen leads, but that is a blatant lie. Most leads contain almost zero information about their request. When you try to clarify by asking a question, it almost always gets thrown out by Thumbtack staff for "not being specific enough". How are you suppose to be specific when a requester isn't specific about his/her own request? The few leads that are informative enough to formulate a quote almost never answer their own request. A view does not equate to reading a quote and should not be a cause for a loss of credits. Like others have said, I would not be surprised if Thumbtack mixed bogus leads in with real ones. I've had a total of 3 paying jobs on Thumbtack, but the 4th did not pay. I contacted Thumbtack support about it and they said they will try to contact them, which was obviously not fruitful. All the protection falls on the NON-paying customers, never the PAYING vendors/service providers. There is no way to trust their system, besides someone from Thumbtack explaining how their system works, there is no transparency.

Desired Settlement: Refund for all non-response and quotes that were never followed up on plus, the non-paying request from ******* *******

Business Response: Initial Business Response /* (1000, 5, 2014/08/19) */ Dear *****, I am writing in response to your BBB complaint against Thumbtack. I have attempted to contact you directly to address these concerns, but we have been unable to connect. In order to ensure that we address each of your concerns, I will respond to them below. I apologize for the poor experience you have had using Thumbtack. Based on your concerns, and to help build your faith in Thumbtack, I have refunded all of the credit purchases on your account - a total of $52.98. I am very sorry to hear that one of the customers that hired you on Thumbtack did not pay for the work you provided. Thumbtack is not involved in the transaction between professionals and customers, however, we will always assist our professionals in anyway possible to receive payment from customers. I want to express that Thumbtack can only be successful if our professionals are successful. For that reason, we are always working hard to help our professionals get hired as often as possible. We can only grow if we are connecting real, serious customers with real, quality professionals. We spend time, effort, and funds on a request verification process to flag suspicious requests. We then manually check those that have been flagged as suspicious. Only requests that are cleared by these processes are forwarded to our professionals. Of course, no system is perfect, and we are constantly working to make the process better. The ultimate guide to know if you should submit a quote on a request is you. Professionals can review the request to gauge the customer's involvement. If you decide that you are interested, available, and qualified for a request, you have the option to send a customized quote. You get to choose which requests are a good fit for you respond to. Please allow me to take a moment to clarify the refund policy regarding viewed quotes. When your quote is viewed, it means that a customer clicked on your quote and looked at the quote and message that you sent. If the customer doesn't view your quote within 48 hours of your submission, we automatically return the Thumbtack Credits to your account, so you can use them again, free of charge. Viewing your quote does not necessarily mean that the customer has decided who they will hire. One thing that is important to remember is that we don't guarantee pros that they'll win the job. We see our role as that of making the introduction to a potential customer and then we get out of the way so that the pro, who is best equipped to actually sell the customer on their service, can tackle the lead however they see fit. Follow-up messages are a great way to improve your chances of getting hired (after all, persistence pays off). If you are waiting to hear back from the customer, we encourage you to send a follow-up message. Use these messages to stay in touch with the customer, ask them questions about the project, or request their contact information. You can send as many messages as you'd like, just be sure that your messages are friendly and professional. You can ask a customer questions before paying and submitting a quote. We call them 'Suggested Questions', and although we ask customers about their needs, we recognize that we may have missed asking an important question, especially if the customer's need is unique. If a customer's request is missing details that the professional needs to know to decide if they are a good fit for the job, the professional can suggest a question to ask the customer. If the question meets our guidelines, we will send the question to the customer and share their response with the professional and other interested professionals. I apologize if your experience using the Suggested Questions feature on the site was not positive. We moderate Suggested Questions to strike a balance between asking too many questions of the customers, while also allowing fairness between professionals, and sending out quality introductions. We are always working to improve the process. If you ever feel that one of your suggested questions should not have been deleted please feel free to contact our support team for help - we would love to help you get hired. The full set of guidelines for Suggested Questions can be found here: http://www.thumbtack.com/pros/how-to-suggest-a-question I appreciate you reaching out to clarify your concerns. Thumbtack is dedicated to becoming THE online marketplace for local services. Your feedback, along with all feedback from Thumbtack professionals and customers, helps us improve. I hope we were able to resolve your concerns, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, *****

8/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Fraud - phony business At first it seemed your company look legitimate, but seeing duplicates leads. Thumbtack.com is definitely a phony business providing fake leads. Like the others I experienced, the very moment I paid for credits (to be able to reply to leads), the amount of leads sky-rocketed! This is definitely a red flag.. It's likely Thumbtack is either using a zip-code based algorhythm or low paid actual people to create these leads.i can't believe I feel for this. The leads that provided contact numbers after paying for there leads were disconnect numbers. I would like all my money they have taken in the last few weeks. I let them aware I was notifying the BBB.org and the internet rip of report. Plus, our city of ********* should be alerted of your phones business. Great investigating report for the local news. It's not right to ripe off honest hard working people. *** *********

Desired Settlement: Complete refunds of all leads that were deducted thru paypal.

Business Response: Initial Business Response /* (1000, 5, 2014/08/27) */ Dear ***, I am writing in response to your BBB complaint against Thumbtack. I have attempted to contact you directly to address these concerns, but we have been unable to connect. I appreciate you bringing your concerns to our attention so that we can address them. Thumbtack can only be successful if our professionals are successful - that's why we always work hard to help our professionals get hired as often as possible. We can only grow by connecting real, serious customers with real, quality service pros. We spend time, effort, and funds on a request verification process to flag suspicious requests. We then manually check those flagged as suspicious. Only requests that clear these processes are forwarded to our professionals. During the request verification process, we also remove duplicate requests (from the same customer regarding the same service) made within 72 hours of each other. If a duplicate request somehow gets through the request verification process, a professional can contact our support team and request a refund. Duplicate requests are not supposed to get through, but if they do, we gladly refund the professional. In your email, you mentioned receiving an increase in customer requests only after you began submitting quotes again. When a professional's account becomes less active or dormant, our system is designed to lower the number of customer requests published to those professionals until they become active again. We do this in order to avoid spamming professionals who are not engaged in using the site. Placing a new quote will remove the limiter completely, and clicking on requests will increase the limit. Based on your concerns, and to help build your faith in Thumbtack, I have refunded 20 separate credit purchases, a total refund of $79.96, through PayPal. I appreciate you reaching out to clarify your concerns. Thumbtack is dedicated to becoming THE online marketplace for local services. Your feedback, along with all of the feedback from other Thumbtack professionals and customers, helps us improve. If you have any further questions or concerns, please feel free to let me know. Sincerely, ***** Initial Consumer Rebuttal /* (2000, 7, 2014/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I haven't received any phones messages from your company. I appreciate the response and when should I get a complete refund from your company? I will need to investigate and research more your company before I can trust your business in the future.

8/21/2014 Delivery Issues | Read Complaint Details
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Complaint: Thumbtack does not screen its contractors. If they had done a better job I wouldn't have been scammed out of $3160.00 2014 was my year to redecorate and make improvements to my home. I have been saving for 10 years. I decided that I needed help locating a painter, windows,gutters,roof,and inground pool repair. After doing my homework I decided that I would use Thumbtack to locate all of the contractors that I needed to repair my home. I had 3-4 different contractors contact me to paint and repair my home. After careful deliberation,checking BBB and YELP I decided on TRC (The Right Choice)Contractor. I signed the contract on June XX XXXX and paid for my services by check. I was told only 2 days to complete. TRC was to start on July 8th 2014. Well here we are 2 months later, not one drop of paint is on my house. Only 1/8 of my home has been repaired. I have called TRC numerous times and no one will ever call me back. I have even contacted Thumbtack. The rep at Thumbtack was quick to tell me that there was nothing that they could do. I was out of my money and it wasn't their fault. When I asked what was the reason for using Thumbtack? I was told that I might have had better service using the phonebook. I think she was right. So I have contracted Lowes to come out and they put in my new windows, however nothing can be done with my gutters because TRC construction has left my home a mess.

Desired Settlement: I want my $3160 back. I invested everything that I have and I can't afford to have anyone else complete the job. I would also like to see Thumbtack confirm the contractors that they use are reputable.

Business Response: Initial Business Response /* (1000, 5, 2014/08/19) */ Dear *****, I am writing in response to your BBB complaint with Thumbtack. I appreciate the opportunity you've given us to resolve to your situation. I know that we have already resolved your concerns over the phone. However, to ensure that we addressed each of your concerns, I will respond to them below. First and foremost, I apologize for the negative experience you initially had using Thumbtack. We are obsessed about the satisfaction of our customers, and we failed to meet that goal in your initial contact with our support team. Many of our customers, like yourself, spend considerable time preparing to complete a personal project. We love helping our customers find professionals who can complete those projects. Thumbtack's role is to introduce customers to professionals; we do not vet or endorse any particular professional on our site. We believe that the customer knows their needs best and is, therefore, the best individual to decide which professional is right for their project. To help customers make that decision, we invite professionals to display their qualifications and experience on their Thumbtack profile. That said, we take complaints from customers about professionals very seriously. Introducing customers to quality professionals is our goal. If a dispute between a customer and professional on Thumbtack arises, we reach out to both parties to investigate the situation, and encourage both parties to communicate in order to reach a resolution together. I apologize for the poor experience you had with TRC Construction and the hassle you experienced. I am, however, very glad that we were able to find a resolution to your situation, and that your home project will now be completed. I appreciate you contacting me so that we could resolve your concerns and, most importantly, help you in the process of completing your home improvement project. Please do not hesitate to contact us directly if you have any other questions or concerns. Sincerely, ***** Initial Consumer Rebuttal /* (2000, 7, 2014/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thumbtack has stayed in contact with me to resolve this situation. Thumbtack will also return monies paid to TRC construction. I am very satisfied.

8/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This company is terribly unprofessional. They have caused me to waste a lot of valuable time. I used Thumback's service while looking for a web designer. While not terribly impressed with those that responded to me I was intrigued by their service and decided to register my two businesses with them. Almost immediately, I started noticing problems. I was told that I could have two separate business profiles under one account except the customer service rep didn't know how to do it. She said she would figure this out and get back to me. While I was not in a rush I did call back after five days to discover that she had done nothing. The second rep was able to help me after I over an hour on the phone with her. However, when typing in my biography I discovered that it was limited to 125 characters or, roughly, 15 words. Oh, "so sorry, I'll submit a suggestion," she said. Then, being one of the millions of professionals whose professional certifications are not State-issued, I discovered that I could not list them. Oh, "so sorry, I'll submit a suggestion," she said. I expressed my dismay that, in five years this company has been in existence, they hadn't encountered this or, since it's likely they had, that they hadn't solved the problem. Then today, I received an invitation to bid via text message. Forty minutes later, I attempted to respond only to find that the customer had received her five bids. I inquired as to this limit and discovered that Thumbtack arbitrarily limits the number of bids a customer receives so as to not "over burden the customer." Putting on my customer hat I suggested that the number of bids should be determined by the customer. Oh "so sorry, I'll submit a suggestion." Throughout this last call the young lady with whom I spoke kept having problems hearing me because I was "fading in and out." Except, her co-worker in the "next room" was so clear to me that I had to speak more loudly to hear myself. It sounded like they were in someones garage. No, they're in a "call center." The loudest call center I had ever encountered. I asked to speak with a supervisor. No one was available but, she'd have one call me back "within 24 hours." The only reasons to wait that long to escalate a customer complaint are (1) they don't want you to speak with a supervisor, (2) they don't have supervisors, or (3) their supervisors are too busy responding to all the complaints they are receiving. The invitation to bid which I have received to date was so vague that I probably would not have responded. All of this indicates to me that they have no idea how the service profession operates, they have insufficient resources to alter their service structure to accommodate their customers, and have no sense whatsoever, how to handle customer problems. I have encountered all of this over one week. Without significant changes I will likely terminate my use of this service. Right now, I can't recommend it to others.

Desired Settlement: To fix their system. First, modify the length of the biography that may be entered from 125 characters to 5000 --- if I can't list my certifications where expected I need to bring them to the attention of prospective customers somehow; second, allow the customer to identify their "credentials" by entering them manually and upload copies as proof, if necessary; third, allow the prospective lead to determine the maximum number of bids they wish to receive; fourth, get better equipment for your "call center" professionals so that I am not competing with other people on their end to communicate with their people; fifth, have a supervisor during all hours the call center is open; sixth, not something I've complained about but, while I'm at it, impose an up front subscription fee rather than payment upon response --- everybody and their brother can, and do, call themselves professionals. Up front fees will weed out the pretenders.

Business Response: Initial Business Response /* (1000, 8, 2014/05/22) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear *. ******** *****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack, and hope I'm able to address all of your concerns. I spoke with **** who took your call this afternoon; I fully aware of the issues that were addressed in that conversation. I would like to first apologize for failing to provide you with a great customer service experience. As mentioned by ****, we are building out our support team in ************** and currently experiencing some 'growing pains', which is expected. With that being said, we're actively hiring more staff members and updating our call center tools in order to prevent this from happening in the future. In regards to your account, I'd like to personally apologize for the difficulties you had in setting up multiple profiles over the phone - these issues are being addressed with proactive coaching and quality assurance audits. Our goal is to provide a fantastic customer service experience each and every time you contact Thumbtack. Our goal is to improve each and every day in order to provide super-helpful customer support. Thank you for providing us with such high quality feedback suggestions. Please note that we have recently implemented a new feedback process which allows agents to submit "suggestions" that are analyzed by our product team on a regular basis. I apologize if this phrasing offended you in anyway - the agents were simply trying to be as helpful in possible and followed the guidelines that are currently set in place. Our company takes these suggestions very seriously and actively reviews this feedback. The biography field is limited by a character count on purpose. This limitation allows Thumbtack to rank higher in search results, which is ultimately to the benefit of our professionals, like yourself. We've performed extensive research and have optimized our marketing platform to drive as much search traffic to our professional accounts. Remember, this is for your benefit and note that you are free to fill out your service description in as much detail as you'd like. At this time, we are not able to validate a licenses that is not state issued. Thumbtack is unique in that we offer a wide range of professional services on our site, and are therefore unable to verify every type of license that exists. We made a business decision to only validate state licenses, but hope to offer these verification across other licenses in the future. Please note that your Thumbtack competitors do not have this ability as well, and therefore does not put you at a disadvantage when the customer evaluates your quote. Our suggestion is to scan your license documentation and upload this to the media section of your profile. You're more than welcome to highlight this licensing in the quote message as well. I'm sorry that our five-quote limit on customer job requests is causing you trouble - I understand how frustrating it can be to click on a work request after you receive it, only to find that it's already reached its quote limit. We're here to help you get more business, so we take your feedback very seriously. The main reason we instituted this cap was to help reduce competition and improve your chances of winning a job when you submit a quote. We run a lot of surveys and focus groups with both our service pros and customers. Both professionals and customers have overwhelmingly supported a shift to the 5-quote maximum, rather than 10, but we do understand that there is some variation in sentiment. Consumers have long told us that for popular work requests, they feel inundated with quotes, and simply do not like receiving and sifting through up to 10 options - some of which may arrive after they've already made their decision. Most have indicated that they are unlikely to choose quotes that arrive after the first 5. Instituting the cap was a way to help make the process easier for consumers while also preventing our pros from spending time on quotes with which consumers are far less likely to engage. With that being said, I really like your suggestion to allow the customer to choose the limit for themselves. I've personally passed this feedback to our product team who may run this as a beta test in the future. Again, our Thumbtack Credits program was designed to create a process that is transparent and fair to all of our pros while retaining ease of use for consumers. Our initial tests of the program showed that it helped to alleviate the 5-quote cap issues some pros were facing. Furthermore, we've decided to stick with a pay-per-lead model after experimenting with many different payment structures. With our current business model, we give you the control over what you pay for and when - it is free to create a profile and to receive customer requests relevant to what you do. You choose who you'd like to respond to and you only pay when you choose to quote. There's never any obligation to respond to the customer requests we send you. There are no annual fees or minimum payments - our professionals have expressed overwhelming support for this model since it allows them to quote when it feels comfortable and only pay for customer job requests that are a good fit. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS Initial Consumer Rebuttal /* (3000, 10, 2014/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because they still maintain their "model" is appropriate. It isn't. I first connected with the site as a consumer looking for web design specialists for my HOA. I got five referrals. One was out of our area, another didn't respond to my request for a bid based on our needs. Another, kept sending me a contract to sign even after he was advised that (1) I was not the decision-maker and (2) his "package" included services we did not need or want. He did not address our specifications four times. One doesn't seem all that qualified. The remaining one does. So that's five referrals, one good candidate, and one extremely marginal candidate. If need to move forward with four candidates. So what do I do? I was incensed that the five candidates I received made the cut because they were the first five to respond. Give me twenty referrals so I can get the best candidate. Speaking as a professional marketing my business I can't sit in from of my email, waiting for referrals so I can guarantee that I end up in the first five. I have clients to service. I would think that customers would prefer to consider a professional who is actually busy, i.e. has business, rather than someone waiting by the phone. Thumbtack promises me that by using their service, I'll get more business then prevent me from selling myself (see below). Now, some believe many of the referrals are fraudulent. The fact is the five referral limit is designed to hide the fact that they don't have a lot of qualified professionals and that they wouldn't know how to serve them if they did. Being a professional, I decided to give it a try myself. I have cataloged my experiences in amendments to my original complaint. My final assessment is that they have a lot of "professionals" whose quality cannot be assessed because the state doesn't license them - which is the case for most professionals. You want an accountant; the state licenses accountants. Want a bookkeeper? No license. So a bookkeeper could be a Certified Quickbooks Pro-Advisor, critical skills for a bookkeeper, but since it's not a state-issued license, this cannot be posted as part of their profile. Same goes for land use planners (AICP), site designers (LEED Green Building Council), public participation practitioners (IAP2), informed consent specialists (SDIC), microsoft network administrators (MSCE, Microsoft), wetlands biologists (PWS, Society of Wetland Scientists ), arborists (ISA, International Association of Aboriculture), economists, business plan consultants, geographic information systems specialists (GISP, URISA), etc., etc., etc. So exactly what professional credentials do states license? Not many, really. I have 35 years experience as a land use planner I have Bachelor's degrees in political science and economics and a Master's in Community and Regional Planning. I am a member of the American Institute of Certified Planners (AICP) and have five other certifications in public participation, informed consent, and charette planning and management. Of that information, none of that will show up under credentials. They have a section of questions you can answer to give a potential customer valuable information about you. Like, "What do you like about your job?" For some reason Thumbtack thinks that professionals are selected on the basis of answers given to questions asked in a fast food restaurant interview. Every client who has hired me want to know what I can do, how fast I can do it, and the expected outcome not, if I like traipsing around in the field rather that selling their project to the planning commission. Add to this that when categorizing my land use planning business their learned "professionals" placed me in accounting, writing and editing and ... with respect to my writing and editing business ... had me listed as a ... wait for it ... search engine optimization specialist. Their response is full of "proprietary" research that has told them that their model is appropriate. Go tell that to any college business administration program, trade organizations, professional societies, and the Small Business Administration you'll get laughed out the door. So, no, there is no compromise position because they would require me to pay for a service that is so fundamentally flawed that I will get no new business. Final Business Response /* (4000, 12, 2014/05/30) */ Dear *. ******** *****, I'm sorry if my previous response did not satisfactorily address all of your concerns. **** and I have spoken to you about the Thumbtack business model and the reasoning behind our current quoting guidelines and how they relate to the overall customer experience. Again, I'm sorry that our five-quote limit on work requests has caused you trouble. The main reason we instituted this cap was to help reduce competition and improve your chances of winning a job when you submit a quote. Both professionals and customers have overwhelmingly supported a shift to the 5-quote maximum, rather than 10, but we do understand that there is some variation in sentiment. Customers have long told us that for popular work requests, they feel inundated with quotes, and simply do not like receiving and sifting through up to 10 options - some of which may arrive after they've already made their decision. Most have indicated that they are unlikely to choose quotes that arrive after the first 5. Instituting the cap was a way to help make the process easier for customers while also preventing our professionals from spending time on quotes with which customers are far less likely to engage. Remember, both parties are not obligated in any way to the services provided by Thumbtack - professionals like yourself willingly submit quotes for attractive customer job requests and customers are under no obligation to hire any of professionals that submit quotes. With that being said, serious customers use Thumbtack because they are able to connect with qualified professionals in less than 24 hours. I'd like to point out that we've built a large network of professionals in an attempt to provide multiple quotes for every customer job request. I looked at your last customer job invite - this request was sent to 136 other professionals that offer a similar service. We've spent a lot of time (and money) inviting professionals to Thumbtack and enjoy sharing their success stories. I'd like to reiterate that we are not able to validate a licenses that is not state issued. Thumbtack is unique in that we offer a wide range of professional services on our site, and are therefore unable to verify every type of license that exists. At this time, we've made a business decision to only validate state licenses, but hope to offer these verification across other licenses in the future. Remember, your competitors on Thumbtack do not have this ability as well, and does not put you at a disadvantage when the customer evaluates your quote. Our suggestion is to scan your license documentation (and other certifications) and upload this to the media section of your profile. You're more than welcome to highlight this licensing in the quote message as well. Customers are responsive to these credentials, which is likely to put you at an advantage in the quoting process. In regards to the questions section on your profile, this is simply just a list of questions that are recommended by Thumbtack. You are more than welcome to create custom questions and respond accordingly. I'm sorry that you were listed under search engine optimization on your profile. We serve over a thousand different request categories and therefore must categorize professionals into different, yet organized service groupings, with all request categories whitelisted by default. Please note that these service categories have sub-categories, and you are able to edit these settings in your profile at anytime. **** went ahead and deselected this request category from your account when discussing these concerns on the phone with you. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I'm sorry that our platform is not a fit for your professional services, and encourage you to stay updated with Thumbtack since we are constantly making improvements to our product. Sincerely, ****** CRS Final Consumer Response /* (4200, 14, 2014/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their refusal to allow me to list certifications from professional organizations, i.e. non-state issued licenses, compromises, severely, my ability to market my services through them. What it does serve is Thumbtack's marketing strategy, i.e. to be able to brag about all of the professionals they've signed up. However, failure to address the certification issue means that their database of professionals is littered with individuals and firms who are not qualified to perform the services they offer. Listing certifications issued by professional organizations would expose eighty (80) percent to evaluations of their qualifications which would eliminate them from further consideration through a competitive bidding process. In addition, the five (5) referral limit requires Thumbtack's "professionals" to sit by their computers and concentrate on responding to referrals promptly rather than doing actual client business: failure to respond promptly as occurred in my case eliminates many professionals from consideration. Their professional groupings is absurd: listing me as an SEO professional when my qualifications don't permit me too provide those services, confuses potential customers AND has me reviewing invitations to bid for jobs for which I have no services to offer. I believe that Thumbtack's Business Model is designed (1) to inflate the number of "professionals" in their database so as to enable them to advertise large numbers of professionals regardless of their quality or competence; and (2) hide the fact that many of their "professionals" lack the requisite experience and skills by controlling the amount of information available to those searching for professional services. They do not allow professionals to list professional credentials (college degrees or professional certifications), categorize their services, or prepare and offer FAQs about their services Thumbtack's standard questions are not relevant to professional marketing and are the types of questions which would be asked of individuals applying to jobs in the fast food industry. Everything is standardized and controlled to the nth degree. Thumbtack's Business Model reflects the fact (my opinion) that their employees have a stunning lack of understanding about the vast number of service categories offered by their members, do not understand how and why professionals are hired and have no clue as to how small businesses operate.

8/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Thumbtack promises to offer quotes to potential clients for a fee and credit redemption. When the client does not utilize a quote they keep the fee. Thumbtack claims to be a service matching professionals with clients. The client asks for service and professionals quote. It goes only through Thumbtack to the client. However, when a client doesn't look at the quote, for which a professional has to pay in Thumbtack credits and actual money, only the credit is refunded. The money is not. There are loads of "requests" but strangely, I have never met a person who has actually heard of Thumbtack, much less used it. I suspect as other users do, that the service is a scam aimed at taking money never intended to link customers with professionals. In researching, I have seen countless professionals indicate that they have wasted money quoting and never heard a single thing from a "client" What is to stop Thumbtack from creating fake requests and simply sucking up money from quotes? I, like many others think this is a scam site.

Desired Settlement: I want my quote money refunded, at least $3.33, but optimally $6.66, since I think the site is a fraud.

Business Response: Initial Business Response /* (1000, 5, 2014/07/21) */ Contact Name and Title: ****** ** Support ** Contact Email: *******@thumbtack.com Dear ****, We just spoke regarding your BBB complaint against Thumbtack. We appreciate you giving us an opportunity to clarify the automatic refund policy, how credits work on Thumbtack, and our request verification process Please allow me to take a moment to clarify the refund policy that applies to Thumbtack Credits. As noted on the page where you submitted your quote, we'll automatically send you an email as soon as your quote is viewed by the customer. If the customer doesn't view your quote within 48 hours of your submission, we'll automatically return the Thumbtack Credits to your account, so you can use them again free of charge on the next work request that interests you. I recognize that returning the credits to your account instead of a cash refund was a sticking point for you. Just to reiterate, we return credits as a convenience for our professionals so that they don't have to purchase the credits again. However, like I mentioned on the phone, we are happy to refund the cash equivalent. You should see the refund post to your account in the next few business days. If at any time a professional on Thumbtack feels that a cash or credit refund should be made they can contact us. We only succeed when you do - that's why we are always working hard to help our pros get hired as often as possible. We spend time, effort, and funds on a request verification process to flag suspicious requests. We then go in and manually check those that have been flagged as suspicious. Only requests that are cleared by these processes are forwarded to our professionals. Of course no system is perfect and we are constantly working to make the process better. The ultimate guide to know if you should submit a quote on a request is you. If you decide that you are interested, available and qualified for a request, you have the option to send a customized quote. You get to choose which requests are a good fit - and which you'd like to respond to. As we talked about on the phone, I recognize that the 'pay to quote' model doesn't suit everyone. Purchasing leads on Thumbtack should be considered an advertising cost. Think about buying TV commercials or listing on a directory like Yelp. Many people see that advertisement, but only a couple will likely turn into customers. It can take a number of times before you land a job, especially in a competitive category, but in almost all cases, the money you make for that job easily pays for your quote investment. If it's not worth it over time, then this form of advertising may not be right for you - and we encourage you to not pay for any more leads. We are a small company with a big mission. We are actively refining and improving our process of connecting professionals and customers, as it's important to us that we create as many great experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerly, *****

8/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Thumbtack business model is easily manipulated and appears to be somewhat corrupt. Thumbtack claims to help customers find reputable businesses for their needs. Such as a speaker, clown, band or plumber. These business register their information on Thumbtack. When a consumer is looking for a plumber, they would go to the Thumback website and put in a request for a plumber. Thumback in turn contact the plumbers in that area about the requests. Keep in mind the consumer is unable to actually see any of the plumbers in their area on Thumbtacks website. Then the plumbers in the area respond to the request for work sent by Thumbtack. The plumbers in that area begin to respond or submit bids for the work. Thumbtack charges a FEE for this bid to the customer. Once the client READS the request, Thumbtack can keeps the fee. Basically Thumbtack doesn't care if businesses actually get the bid or work. From personal experience, you never hear form the perspective client again. Here is the flaw in Thumbtack business model. Anyone can submit a work request even false ones. Businesses respond a pay Thumbtack. How do the business know these are legitimate request. Now Thumbtack has put a time limit on how long businesses can respond to requests. This causes businesses to pay fees quicker. I paid many a fee and never heard from the customers. Personally, I think Thumbtack hires people to submit false work requests. This business model is easily corruptable.

Desired Settlement: A change in their business practice to model the Gig Salad model. I'm listed on Gig Salad and have had great success. Here is a brief version of their business model. Business register their information on the website. Potential client can review any of plumber, singers or clowns in their area. When a requests for work is submitted by customers, businesses in that area get the request by email. The business bids and creates a contract for services and send those bids to the client. NO FEE IS CHARGED BY GIGSALAD. The customers reviews the bids and contacts the business. Both agree to the service and the customer pays a small deposit and part goes to GigSalad. Gigsalad creates the contract and it's done. All parties are happy and everyone involved got what they needed. Thumbtack only focuses on the bids so they get paid.

Business Response: Initial Business Response /* (1000, 5, 2014/07/15) */ Contact Name and Title: ********** MPI Manager Contact Email: *********@thumbtack.com Hi ****, I am sorry to hear that you have not found success on Thumbtack. We work really hard to introduce you to interested clients, and encourage our customers to respond to each quote. One thing that is important to remember is that we don't guarantee service pros that they'll win the job. We see our role as that of making the introduction to a potential customer and then we get out of the way so that the service pro, who is best equipped to actually sell the customer on their service anyway, can tackle the lead however they see fit. We actually have a hard time tracking precisely what happens after the introduction is made because the service pro and the customer usually move communication to their own email clients or connect via phone (which is fine by us!). I do want to emphasize that Thumbtack does not generate fake leads. We actually have a very elaborate request verification process where a computer algorithm flags any suspicious requests and new accounts. We then go in and manually check those leads that have been flagged as suspicious. Our mission is to be THE online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service pros. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. Best, ********* Marketplace Integrity Manager

8/1/2014 Problems with Product/Service
7/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I joined this site in hopes of better my business as photographer. I joined this site in hopes of better my business as photographer. At first I thought the site was great until I realized you cannot contact any of jobs being requested in your area! They hide all contact information. As a result you pay for credits to send a quote to the costumer who seems interested in your services. You lose money on buying credits for quotes for leads they send you. They advertises quotes or leads at 1.67 per credit but you are charged at least 2-9 credits to even respond to a potentional client so really 3.34-15.03 per request! I believe Thumbtack is using deceiving professionals to get them to purchase more credits for leads. I have responded to most request sent to me, lowering my usual price to over 50% but still no response from any of these "leads". I'm beginning to believe these are not real leads! The leads provided by Thumbtack are suspicious at best and probably fake...they must have a bunch of employees creating new requests. It seems like every time I spent a little more money, bought more credits, I'd get a whole bunch of leads email and text to me. The company does not require the "leads" to answer enough detailed questions, in order to put together a sufficient response to the supposed leads. I have submitted low quotes and receive no response. I submit high quotes and receive no response. Thumbtack is a SCAM! I want ALL OF MY MONEY REFUNDED!!! Even the 8 credit I have siting in my account because they occasionally "refund" me on some of the quotes that are not viewed within 48 hours. It appears to be another way of trying to wheel me into quoting to a new prospect so I can buy more credits. The idea would be great if there were actually clients who wants to book my service!

Desired Settlement: I want ALL OF MY MONEY REFUNDED!!! Even the 8 credit I have siting in my account because they occasionally "refund" me on some of the quotes that are not viewed within 48 hours. It appears to be another way of trying to wheel me into quoting to a new prospect so I can buy more credits. The idea would be great if there were actually clients who wants to book my service!

Business Response: Initial Business Response /* (1000, 5, 2014/06/26) */ Contact Name and Title: ********** MPI Manager Contact Email: *********@thumbtack.com Hi *****, I am responding to your complaint against Thumbtack with the BBB. We called you a few times to try to talk about your concerns, but we were never able to reach you. I am sorry to hear that our customers were not responsive to your quotes. We encourage our customers to respond to each quote they get, even if they don't choose a service professional, but this does not always happen. I looked into your Thumbtack account and was able to find your quoting history and profile. I understand your frustration in not hearing back from these customers, however please note that even our most successful professionals do not hear back from some of their customer leads as well. I noticed that you had beautiful photos and a great profile, but that you undersold your experience by saying "I have not studied photography in NYC, LA or Paris. Actually, I have not studied photography anywhere. Truth is, I have only been doing photography professionally for a few years." We suggest that you market yourself in a more positive manner, rather than drawing attention to what you are lacking. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired. In terms of our customers' contact information, we don't list the customer's contact information before you place a quote, because otherwise, Thumbtack's business model would not work. We would be cut out the equation, and then we could not continue to bring you new customers. Further, our Pros are in no way obligated to place a quote on a request. If you do not feel that there is enough information within the request to place a quote, then we encourage you not to quote. That being said, we are working on improving our request forms to bring better information to our Pros. We have found that if we ask the customers too many questions up front, they will abandon the process, and therefore, we will not be able to send you as many leads. We are trying to find the right number of questions so as to get our Pros not just a lot of information, but the right information, so that they feel confident in creating a quote. In regards to the credits, I am sorry that the cost to respond to a quote was misleading in any way. We advertise that it takes multiple credits (at least 2) to respond to a quote, which depends entirely on the request categories you receive; for more information about credits, please visit the following link: http://www.thumbtack.com/pros/credits. I do want to strongly convey that we are not in the business of scamming our professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Best, ********* Marketplace Integrity Manager

7/14/2014 Problems with Product/Service
7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Promised to provide a service for free. Charged for fake leads geared towards generating business. I sent an email stating that most of their leads could be found under scams on Craigslist and most of the people are not real. They say that it is a free service, But then charge you $6.66. But nothing comes of the service. I just want a refund for all of the fees that I sent. I have sent an email. They told me to basically show proof and they still will not refund my wasted money.

Desired Settlement: I want a refund of the money I sent for them sending out fake leads. I spent $219.78 trying to find jobs. That they do not provide.

7/7/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Fraudulent customer leads that are believed to be fake. I've been with Thumbtack as a potential vendor for approx 2 months. I receive about 5-8 texted leads a day all approx 30+ miles from my home. There has been 3 leads listing their phone number but when you call you only get an automated voicemail repeating the number you dialed. On the voice mail of one lead it had a different name and the vm was to Claire magazine. I called Thumbtack and they made some lame excuse about the number being miss keyed by the lead. I have called Thumbtack on two different occasions inquiring rather or not these leads are real they they assure they are. I don't think so. There has only been one of of the many I've PAID to send quotes to that was legit and responded to me. The names seem fake, the request are out of reach for the time of the events all within 30 days. I feel this entire company is a sham and should be investigated. We as business owners spend lots of money to send these quotes with NO results.

Desired Settlement: REFUND FOR ALL THE CREDITS I'VE PURCHASED TO DATE.

Business Response: Initial Business Response /* (1000, 5, 2014/06/19) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ******, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope Is am able to clarify our business model. We are not in the business of scamming our professionals and try our best to provide a great experience for all of our customers. Please note that I've processed your refund request and the funds will post to your bank account within a few business days. I am so sorry that the phone numbers included in those three customer job requests went to an automated voicemail. We do not moderate or edit the phone numbers in the job request since this is an optional field provided by the customer. Although uncommon, we've received a few reports of phone numbers incorrectly entered as well. I understand your frustration in not hearing back from your customers, however please note that even our most successful professionals do not hear back from some of their customers as well. Although we are working hard to improve customer communication, it is ultimately up to the customer as to whether or not they would like to send a response. Remember, you are under no obligation to send a quote - Thumbtack is simply sending you all the requests that were matched to your profile and travel radius. I do want to strongly convey that we are not in the business of scamming our professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. We are a small company with a big mission. We are actively refining and improving our process of connecting professionals and customers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS

7/4/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Fraudulent leads - no verification that clients are real My complaint is that I believe that many, if not all of the leads sent to customers for potential jobs are fake and the company is just taking our money without any concern for accessing legitimate clients. I have only submitted 3 quotes, but that is due to reading many complaints of the same nature. I'm not wasting money on a potentially fraudulent service. You spend money on a quote. The customer supposedly looks at the quote, but you never hear back from them. After they view the quote, you get their full name. So I did a search for those names, expecting to find them on Facebook, spokeo or any other online presence. Not everyone has a facebook, but you can typically verify that there is someone by that name that lives in your area. But out of the few results I may have got from those searches, not once were any of them anywhere near the location suggested. Some names showed up from other countries, or cities, but none in the area of service the site is supposed to be providing leads for. I have read many reviews of this company both on here as well as other sites where there is nothing but complaints from people who have spent much more than I have over a longer period with not a single response. The site is a fake, despite the canned reply they are going to give saying they are not. They have no way to prove the legitimacy of the clients or professionals and are only out to take your money with no hope of an actual result. I would like a refund for my quotes I submitted, and I would strongly encourage the company to reexamine their business plan before they get sued by angry customers.

Desired Settlement: I would like my refund for the quotes I submitted which I believe equals about $15. I would also like for your service to be discontinued until you can prove the legitimacy of the clients making request or change your payment structure to only apply after a deal is made and performed.

Business Response: Initial Business Response /* (1000, 5, 2014/06/17) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ***, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions. I understand that you spoke with ****, one of our customer service agents and that he was able to address all of your concerns. We have issued you a refund and closed your account upon your request. I do want to strongly convey that we are not in the business of scamming our professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. One of the reasons customers use Thumbtack is because we value their privacy and security when they submit a job request. Customers come back to our service because they are able to receive up to five quotes from qualified professionals without exposing their personal information before hiring a professional for the job. As you discussed with **** on the phone, we use a 9 point checklist to validate each request that is submitted before inviting our professionals to send a quote and introduction. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our professionals and customers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns.

7/2/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Thumbtack charged me for leads to people that could hire me to do dj services for them.I believe that these leads are not being screened accurately Thanks for your time. I have attempted to use thumbtack to acquire legitimate future clients. that will need me to perform entertainment dj services for them. I decided to use thumbtack because in their website it states ''We review every customer request to ensure it's legitimate'' I have paid for 7 leads that I believe were not reviewed properly or were phony. On my latest lead that I paid for, the lead first replied with ''I'll let you know when my party is coming'' Then I asked her for more info and she replied ''She's turning 14 on June 5th and her graduation is on June 12 but I will like to make her a party on June 14,2014 and about 50 guests '' It sounds like the lead made up and the person making it up got the story mixed up. I thought thumbtack reviewed every customer to make sure its legitimate? There was one other lead that I paid for which I replied to her post no more than 10 minutes after she posted and she replied to me that she did hire me and I asked her why and she replied ''Because my friend called me before you even replied also its cheaper'' Thumbtack has a feature which lets me see if any other thumbtack user has put a bid to talk to her and nobody had put a bid on her. It sounds very suspicious that this person gets a call right after she was looking for a dj on thumbtack. There are so many things wrong with this system. I cannot even get their email or phone number to contact these potential clients. Most of these so called leads supposedly look at your quote, and if they do and don't communicate anything thumbtack will just take your money and not help you at all. It is very frustrating and I believe it is a scam. Even if I quote them a price way under their budget they still will not hire you. I have quoted them half of their stated budget and they still will not hire you. In real life everybody will be willing to pay half price for any service. In the beginning I charged my regular fee and leads thought it was too expensive, even though that is the going rate in my area. So I decided to cut it in half and leads still did not want to even consider hiring me. I honestly do not see the customer requests reviewed accurately. How can any of thumbtacks real customers,us the professionals,know if these leads are real? There is no system in place to check for any discrepancies. For those reasons I want my money back and I want nothing to do with thumbtack. Thumbtack is making so much money off of us the professionals and their customers, and they still call their leads the customers. For all I know there are people generating phony leads and nobody can see.

Desired Settlement: I am seeking a full of my 7 leads that I believe to be fictitious. 7 at 8.33 a lead equals 58 dollars and 31 cents

Business Response: Initial Business Response /* (1000, 5, 2014/06/16) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. I spoke with ****, one of our customer representatives, who informed me that he was able to take care of your concerns. I'm glad to hear you have decided to continue with Thumbtack and give us another shot! In regards to your specific complaint here on the BBB, I'd like to address a few of the issues that you mentioned above: I do want to strongly convey that we are not in the business of scamming our professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: ************************************* As Ryan mentioned, we utilize an in-depth request checklist in order to validate that each customer request before emailing our professionals. We take request verification very seriously and regularly (and proactively) improve this flow every day. Additionally, we are working hard to improve our request form questions and to circulate customer feedback. We have a dedicated team that reads support ticket feedback, reaches out to professionals in the field, and reviews suggested questions in order to provide our professionals with the necessary information to submit a quote. We are also focused on providing feedback to our professionals after you've sent a quote. We realize that every quote costs money and we are striving to implement new features that will provide you with qualitative feedback, from the customer and Thumbtack. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our professionals and customers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS

7/2/2014 Problems with Product/Service
7/1/2014 Problems with Product/Service
6/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: False Claim to screening incoming requests for service. According to the website it states they screen all leads for legitimacy. Since I do not just give money to people for the sake of trying o buy clients I thought I would test this out to verify they do exactly as they state. I went to the site signed up. I then had one of my friends submit a request for work under a fake name and phone number. Since here on BBB people were claiming this to happen I thought I would see. Sure enough 20 minutes later i received a email from Thumbtack with the fake lead my friend generated. This in and of it self proves that there site is making false claims. Had I been someone else I would have paid 16.99 and submitted a quote. If it was read with in 48 hours thumbtack keeps the money. Now if this happens thumbtack makes a large amount of money with out anyone knowing that there hard work for sending in a quote is actually just being abused. Anyone with in the thumbtack organization can log in and send request after request wait for quotes to come in and read them and then never respond. Thus giving thumtack the ability to fraud people paying for their services. There is no security on this site to prevent fraud and there for this company should not be allowed to perform business electronically thus allowing for people to have their money stolen in such a manor. If thumbtack would like to contact me as to how they plan to remedy this I would be happy to give there site another try.

Desired Settlement: I feel they should remove their site until such time as this type of activity can be prevented. There is no proof what so ever that any of the leads are truly legitimate or that thumbtack themselves are not creating leads for the sake of earning money. You should not have to pay to submit a quote. You should only pay if your quote is accepted by the customer. At least then it would avoid fraudulent activities on the site. As a professional I would pay to a site if my quote was accepted. By using this method you not only make sure quality leads are coming in but you are also keeping both your professionals and customers happy.

Business Response: Final Consumer Response /* (2000, 7, 2014/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) After speaking with them over the phone I better understand the process and it does make sense from a business perspective.

6/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Thumbtack.com took my money in exchange for providing "leads", which I have determined are, at least, in part, fake. After doing research on the internet, and noticing that the "leads" seem to be auto-generated after sending quotes to the first round of leads, I have determined that thumbtack's "leads" are at least, in part, fake. The leads do not turn in to people actually calling directly or even e-mailing through my business e-mail provided. There is no way to contact the leads directly, no e-mail is provided, and in the one instance I was given a phone number, I only got a voice mail repeatedly. This is a scam, and it needs to be outlawed so that hard-working business owners to not throw their money out the window.

Desired Settlement: I request a refund of my 34.99 for "credits" to purchase leads I would also like a refund for the background check that was conducted.

Business Response: Initial Business Response /* (1000, 5, 2014/06/16) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear *******, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I've refunded your entire Thumbtack purchase history, which includes your credits and background check verification; these funds will post to your bank account within a few business days. I do want to strongly convey that we are not in the business of scamming our professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. I looked into your Thumbtack account was able to find your bidding history. I understand your frustration in not hearing back from these customers, however please note that even our most successful professionals do not hear back from some of their customer leads as well. Although we are working hard to improve customer communication, it is ultimately up to the customer as to whether or not they would like to send a response. If you decide to continue using Thumbtack, I recommend sending follow-up messages to your customers and adding more pictures / videos to the 'Media' section of your profile. We've noticed that professionals with complete profiles are more likely to get hired on Thumbtack. Also, please note that customers often reply within the Thumbtack messenger before calling our professionals directly. The customer ultimately decides if they'd like to include their contact information in the request - we've implemented this feature since it's a better overall experience for the customer. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our professionals and customers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. I'm happy to offer you a few complimentary Thumbtack credits should you decide to continue using our site. Sincerely, ****** CRS Initial Consumer Rebuttal /* (2000, 7, 2014/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your response. I respect and take you at your word. Thank you for the refund. Please understand where I was coming from when I filed my complaint. While I understand that you "can't always believe what you read" floating out on the internet regarding reviews of companies, but once I say the idea of fake leads floating out there, I became a bit fearful...the idea had not even occurred to me, and I was upset with myself for not doing more research first before purchasing the credits....In this day of electronic communication, it just seems that the ability to take advantage of business owners would be all to simple of a process, through an auto-generation of leads process. Please understand that for a small business such as my own, one could easily spend a sizeable investment in simply being allowed to contact the leads, without ever hearing back for whatever reason, and it was this thought of losing such an investment that motivated my concern. While I realize that your company, other than the testimonies, has no way of verifying the leads, I will trust that others have successfully used the website based upon your response. I will speak reputably about your company and continue to discern if this is an approach that would be profitable for my music studio's growth. Thank you for your time and attention, and also for the suggestions for building my profile. best wishes, R. *******

6/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: leads are not legitimate ask for refund but gotten nothing cost of leads are expensive to bid which in the end didn't not land you a sale. I have spent over about $34 to place bids on wedding lead which I bid on but didn't not even get a single respond or sale. Email thumback about changing their business model of issuing a partial refund for bid that does not land a sale but was refused. I then decided to give thumback another chance by now bidding only on engagement session as it is cheaper and cost less. Again no sales at all and wasted my money.

Desired Settlement: issue a full refund on all of my bids

Business Response: Initial Business Response /* (1000, 5, 2014/06/02) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. I've gone ahead and processed your refund request and your entire purchase history has been refunded. Please note that it usually takes a few business days for the funds to post to your account. I looked into your Thumbtack account was able to find your bidding history. I understand your frustration in not hearing back from these customers, however please note that even our most successful professionals do not hear back from some of their customer leads as well. Furthermore, I noticed that you do not have any reviews on your profile. Professionals with at least 1 review are 400% more likely to hear back and get hired on Thumbtack. We've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll have the option to leave a review on your Thumbtack profile. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired Thumbtack charges our professionals to place a quote, instead of only when the professional is hired because we do not consider ourselves a commission based business model. Rather, we see our role as that of making the introduction between our professionals to a potential customer and then we get out of the way so that the pro, who is best equipped to actually sell the customer on their service anyway, can tackle the lead however they see fit. We actually have a hard time tracking precisely what happens after the introduction is made because the professional and the customer usually move communication to their own email clients or connect via phone (which is fine by us!). Purchasing leads on Thumbtack should be considered an advertising cost. Think about buying TV commercials or listing on a directory like Yelp. Many people see that advertisement, but only a couple will likely turn into customers. The difference with Thumbtack, is that we are enabling you to place your advertisement in front of a potential customer you know needs your exact service and talents who is in your geographic area. Further, your advertisement will never compete with more than 4 other professionals, because we do not allow a request to receive more than 5 quotes. Lastly, I do want to strongly convey that we are not in the business of scamming our professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our professionals and customers, however, sometimes we do not get it right. I've gone ahead and added a few complimentary credits to your account should you choose to continue using Thumbtack. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS

6/17/2014 Advertising/Sales Issues
6/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Thumbtack promises to provide me with leads within my specified radius they have not done. Thumbtack has not provided me with viable leads. In my experiences with thumbtack, I find their control of leads sent out to me fluctuates in direct response to my activity and payment history, although they do not divulge this in their agreement of terms as their practice. This is discriminatory. I have tracked their leads to me in conjunction with my payment activity. MY leads have recently been drastically altered by dropping any leads to me within a 50-60 radius and only receive leads outside that radius. When I inquired I received an email back instructing me to change my radius. My radius should be including all leads within my distance, without exclusion....Thumbtack responses usually do not address the concern. ____________________________________ **** ***** (Thumbtack Support) Apr XX XX:XX Hi ******, I'm sorry for the late assistance. I'm ****, a Thumbtack Customer Advocate, and thanks for reaching out to us! I'm more than happy to assist you further with this concern. I apologize if you are receiving leads for work that are farther away than you would like to travel. Your current travel radius is set at 95 miles. If you would like to lower the distance of your designated travel radius, go to your profile page and click on the “edit your profile link “ located above your profile picture. Then click on the map icon on the right hand side of the page. A window will appear where you lower the maximum mileage from which a lead will ask you to travel. Nonetheless, please be aware that a smaller radius preference may cause you to receive less leads overall. Please let me know if you have any other questions or issues with the leads you are receiving. Your feedback is incredibly valuable to Thumbtack. Best regards, ~**** Thumbtack Customer Advocate ****** ************ Apr XX XX:XX The leads being provided to me total over 90% from NY. Where did all the CT customers go? ______________________________________________ Most of the leads are not viable and the Thumbtack will not allow you to tell the seeking consumer that you are being charged for every lead. Thumbtack does not inform the consumer that the businesses pay for each lead. MY questions have been knocked off by thumbtack preventing me from asking questions regarding viable info to determine a quote. also, I have had the opportunity to track leads from a leads page that is set up within my thumbtack dashboard. I note inconsistencies in Thumbtacks provision of leads which I question in the following. The two leads I speak of never show up on any email notification. Any job of monetary significance seems to vaporize, without any response from customers; these customers cannot be verified or found. ______________________ ***** ******, Jan XX XX:XX: Hi ******, I hope you are having a great day! My name is *****. I'm your Thumbtack customer advocate. Our apologies for the delay in our response. I checked and we still send job notification emails to your email address. Kindly check your spam folder to see if the emails are there. If you find the email from us in your spam folder, please click "not spam". Kindly add this contact to your address book: *******@thumbtack.com If you have any questions, please don't hesitate to ask. Thanks, and have a wonderful day! :) ~***** Thumbtack Customer Advocate ____ ****** ************, Jan XX XX:XX: Monday, January 13, 2014 I am having an issue not receiving leads...and I would like to speak to someone from Thumbtack on the phone. I'm sure Thumbtack is making every effort to maintain high standards of credibility in the business of blind leads, and would appreciate the opportunity to clarify it's business practices. I have just discovered another customer thatever made it to my "LEADS SHEET" Below never made it to my "LEADS SHEET" Below is a copy of the email message I sent last week for which I never received a reply. Both of these jobs were local and exceeded $10,000 in estimate. Thank you, ****** ************ Interior Remedies

Desired Settlement: I want Thumbtack to fulfill its agreement to provide all leads within a (currently) 50 mile radius. I would like the opportunity to notify the customer in the context of a public message that I am paying for each lead, along with my pertinent question; therefore qualifying them further....and not have Thumbtack remove my inquiry. I would like to know, if the BBB is provided proof of Thumbtack withholding viable leads to me, what the BBB plans to do about it. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/04/22) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ******, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. We truly appreciate your involvement and dedication as a Thumbtack professional on our site. Thumbtack does not adjust nor alter the quality of leads that are sent to your account. The customer requests are syndicated (matched) by our system, as well as a team of agents, which matches the job request to qualifying professionals like yourself. We only adjust the quantity of leads when our system has detected complete inactivity on your account; in this scenario, we'll set your limit to one job request per week. With that being said, I've looked into your account and verified that you are not invite limited - you've received approximately 20 invites in the last 3 days! Your leads are properly syndicated according to the travel settings that are set in your profile. In regards to invites by location, please see below for further clarification. I hope this helps provide an insight into our job request volume and your travel preference settings. Interior Design, Home Staging, Home Remodeling, and Construction Services job request cities since April 1, 2014 in CT: *********************************************************************************************************************************************************************************************************************************** Please note that you may be experiencing seasonal demand trends, and that your travel preference of 50 miles does in-fact overlap with parts of *** ***** You can always adjust these settings by selecting a smaller travel distance in the 'Edit Profile' menu within your profile page. Furthermore, please visit our BBB homepage for a full breakdown of our job request syndication process, located here (Under 'Additional Complaint Information'): http://www.bbb************************************************************************************************** I looked into your Thumbtack account was able to find your bidding history. I understand your frustration in not hearing back from some of your customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as well. Although we are working hard to improve customer communication (such as informing the customer that professionals pay to submit a quote), it is ultimately up to the customer as to whether or not they would like to send a response. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired You also mentioned that you aren't receiving specific job requests under the leads section of your profile when looking at the Thumbtack job requests that are posted on various job boards such as ZipRecruiter and JuJu. Please note that we look at a wide variety of factors in syndicating the job request to your account; the pertinent information is not always displayed in the job board posting, which I understand is confusing and misleading. I strongly encourage you to contact our support team the next time you view a lead that you believe should have been matched to your account; we'd be more than happy to take a look at why you weren't invited to send a quote. Unfortunately, Thumbtack will not approve any 'Suggested Questions' that include payment notification in order to possibly qualify these customer leads. This is in direct violation of our guidelines, which can be found here: http://www.thumbtack.com/pros/how-to-suggest-a-question We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS Final Business Response /* (4000, 12, 2014/05/15) */ Dear ******, I am sorry if my past responses were not sufficient in addressing all of your concerns. I apologize if there is any confusion about your refund request - I could not find any previous mention of this request. Nonetheless, I've refunded your past two Thumbtack credit purchases from 4/24 and 4/28. Please note that it may take a few business days for the funds to post to your bank account. We are always working hard to improve customer communication and have made significant updates in the past few months. Your specific feedback in regards to educating customers that you are paying for each quote has been documented and sent to our product team. Furthermore, you are always welcome to include this information in your quote message, if desired. Remember, you are under no obligation to send a quote. We will continue to send you vetted customer requests - it's entirely your choice to pay for these introductions. I'd like to reiterate that Thumbtack does not adjust nor alter the quality of leads that are sent to your account. The customer requests are syndicated (matched) by our system, as well as a team of agents, which matches the job request to qualifying professionals like yourself. We only adjust the quantity of leads when our system has detected complete inactivity on your account; in this scenario, we'll set your limit to one job request per week. With that being said, I've looked into your account and verified that you are not invite limited - you've received approximately 10 invites in the last 3 days! Your leads are properly syndicated according to the travel settings that are set in your profile. Lastly, I'd like to clarify that your customer job requests (leads) are removed from your account view when the 24 hour quoting window has passed. We've implemented this 24 hour quoting policy in order to provide a fantastic experience for our customers. You can view your submitted quotes by viewing the 'Quotes' page. Thank you so much for your feedback. I hope I was able to resolve all of your issues and concerns. Sincerely, ****** CRS Consumer Response /* (-5, 17, 2014/05/29) */ BBB Complaint Case# ******** (Ref#XX-XXXXXX-XXXXXXXX-XX-XXXX) (X) Hello, I did not hear back from Thumbtack regarding these issues. I sent this email to you on May 10th, 2014. The following complaints continue to be unresolved. ***************@sbcglobal.net Interior Remedies ****** ************ XXX-XXX-XXXX Business Response /* (4000, 21, 2014/06/04) */ Dear ******, I'm sorry that you are still unsatisfied with our response. We are doing our best to address your concerns, which is sometimes difficult without having the ability to speak with you over the phone. Remember, our customer support team has attempted to reach you by phone in order to resolve your account issues in a more efficient manner - we hope you will reconsider your contact preferences since we have skilled agents ready to answer your account questions, seven days a week. We have processed your refund request (two credit package purchases of $11.67) on 5-15 - please give us a call if the funds haven't posted to your account by now. Our phone number is (XXX) XXX-XXXX. We are fully aware of the customer communication issues and I have specifically passed your feedback along to our product team. We truly appreciate your concern and are working hard to improve customer education. We've made significant changes in the past few months from suggestions we've received from professionals like yourself! I'd like to reiterate that Thumbtack does not adjust nor alter the quality of leads that are sent to your account. The customer requests are syndicated (matched) by our system, as well as a team of agents, which matches the job request to qualifying professionals like yourself. We only adjust the quantity of leads when our system has detected complete inactivity on your account; in this scenario, we'll set your limit to one job request per week. With that being said, I've looked into your account and verified that you are not invite limited - you've received approximately 5 invites in the last 3 days, which is correct for the request categories that are whitelisted to your account. Customer job requests are removed from your account view if you choose to not quote within the 24 hour quoting window. After further investigation, I believe you are referring to Thumbtack job requests that are posted on job boards; If you didn't receive a lead from Thumbtack that you see posted on a job board, that is because the lead either did not match your exact travel preferences or service categorization. If you think you would like to receive more leads, you can change either your service categories and or your travel preferences. Thumbtack has fully addressed all of your concerns. Please give us a call if you have any additional questions regarding your account. Sincerely, ****** CRS

6/15/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Website touted 22 service businesses listings. After 2 responded, "all available... have responded" This is a service / product finder service. Conducted computer / Google search for "best lawn service in my city and state, Thumbtack.com popped up, near the top. The main line contained "22 best". So, clicked on link, went to site, found 22 businesses listed. I submitted a seeker / finder form (what I needed and other info.). Within hours, I'd received an e-mail from them, followed by 2 responses. I waited. Next day (today), I receive another e-mail from thumbtack.com, stating "all available and interested" had responded. TWO!? REALLY?! Seems to me that they are either providing free ad listings just to attract more users, either without businesses knowing and/OR not providing service to them, perhaps listing them, unknowingly (to those other 20 businesses). In my opinion, and I believe I speak for the majority, this is misleading advertising, if not false advertisement. Of course, maybe these folks have a loop-hole, by not plainly stating that most of the listings are USELESS to those seeking services or products. Still, let's take a vote! Thanks. ***************

Desired Settlement: N/A

Business Response: Initial Business Response /* (4000, 16, 2014/05/09) */ Dear *******, I am writing to you in response to your BBB rebuttal against Thumbtack. I apologize if my initial response was not sufficient in addressing all of your concerns. I went ahead and reviewed all of pertinent landing pages and was not able to find any evidence of misleading advertising on our site. When you submit a request, we reach out to service professionals in your area that provide the service you requested. Once the request is submitted, we display a confirmation page that lists next steps, which includes the following for your particular job request: "We'll email you multiple lawncare quotes" For your particular job request, we were able to successfully provide two quotes from interested pros. We reached out to 22 professionals on your behalf (as advertised), and allow a maximum of 5 quotes per job request within the 24 hour quoting window. Please note that you received the following confirmation email after submitting your request: "Available pros submit quotes within 24 hours" We do not guarantee that you will receive any quotes, however we do promise that we'll reach out to our qualified professionals to let them know that you are interested in their services. The professionals that are visible on these landing pages are active pros who are not 'On Hold' and have indicated interest in receiving leads from your job location. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, and hope that you will use Thumbtack in the future. Sincerely, ****** CRS Initial Consumer Rebuttal /* (4200, 18, 2014/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm rejecting this for two simple reasons; (1) "reviewed OUR site" (my emphasis. (2) only two of twenty-two responded, which leads to a logical conclusion that those advertised are not interested, by majority, or are falsely listed clients. (How can so many, and assumedly paying for advertisement, not be more interested?! Makes NO sense. One pays for service, they'll use it.) END "Landing pages" - reference = Google > "Best 22". (a) Some of THE best / TOP rated, in OUR community are not listed. (b) Again, only TWO responded. search reference = "best lawn care service in *********** **** An outside/third, unbiased party should review. Other complaints have been noted, by me, as documented by the BBB. My personal feelings are that this is misleading and that most others would feel the same, regarding the facts. There is no use in debating this matter, any further. END # # #

6/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Company advertises quotes or leads at 1.67 per credit but you are charged 3 credits to even respond to a potentional client so really 5.01 per request I believe Thumbtack is using deceiving professionals to get them to purchase more credits for leads. I have responded to every request sent to me, even the ones that are OBVIOUSLY out of my area and even my state just to get my feet wet but nothing so far from my own area that I know are available because you can google Wedding Officiant Needed in my area and many pop up that are linked to Thumbtack, but none of the local ones have been sent to me, if in fact, they truly are real customers. I'm beginning to believe these are not real leads and if they are, they cancel or ignore my quotes as soon as they realize I live so far away and would have to charge mileage and an overnight rate just to break even. The leads provided by Thumbtack are suspicious at best and, I believe, may be fake. Interesting patterns can be seen in the leads provided. Every time I spent a little more money...paid for a background check, bought more credits, etc. All of a sudden I would get a couple of leads and only 2 out of 13 were even in my area or state!For The company does not allow you to ask intelligent and necessary questions, in order to put together a meaningful response to the supposed leads. I have submitted low quotes and receive no response. I submit high quotes and receive no response. I'm calling SHENANIGANS on Thumbtack! I want ALL OF MY MONEY REFUNDED INCLUDING MY "BACKGROUND" check!

Desired Settlement: All money refunded and if I could charge for four days of website building on their site, waste of time responding to fake emails, I would want my refund doubled at least! $150.00

Business Response: Initial Business Response /* (1000, 6, 2014/05/23) */ Contact Name and Title: ****** *** Contact Email: ******@thumbtack.com Dear ****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I've handled your refund request and all of your Thumbtack purchases have been processed. The funds will post to your bank account within a few business days. I do want to strongly convey that we are not in the business of scamming our professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. In regards to the credits, I am sorry that the cost to respond to a quote was misleading in any way. We advertise that it takes multiple credit s(at least 2) to respond to a quote, which depends entirely on the request categories you receive; for more information about credits, please visit the following link: http://www.thumbtack.com/pros/credits I apologize that you are receiving leads that are out of your area. I looked into your account and noticed that your travel preferences are set to 100 miles, which is a very large travel radius set from your zip code. If you'd like to change this setting, please let me know and I'd be happy to do so for you. You are more than welcome to change this setting on your own - simply login to your Thumbtack profile and click 'Edit Profile'. From there, please find the business tab and adjust your settings from the drop down menus. Furthermore, Thumbtack posts requests from our customers on job boards to let professionals, like yourself, know about all the great job requests on our site. If you didn't receive a lead from Thumbtack that you see posted on a job board, that is because the lead either did not match your exact travel preferences or service categorization. If you think you would like to receive more leads, you can change either your service categories and or your travel preferences. You can adjust the types of lead notifications you receive by going to your Dashboard and clicking on the "Change your categories" button. From there you will be able to see what subcategories that are associated with your service. You can select and/or unselect accordingly to receive more preferable lead notifications. We are a small company with a big mission. We are actively refining and improving our process of connecting professionals and customers, as it's important to us that we create as many great experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS

6/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: refused to refund my money for quotes that didn't reach customers after years of paying hundreds to Thumbtack to provide me the opportunity to give a quote to potential new clients, as well as patiently waiting for Thumbtack to finally improve their questionnaires I insisted they refund $70 worth of my payments because they "guarentee" to get my quote in front of clients, yet they don't give me the person's full name, address, or phone number my business (tree service) REQUIRES I give estimates in person. They have as many tree businesses as they can get pay for these same quotes knowing the consumer will only call 1-3

Desired Settlement: Thumbtack "guarentees" they will give customers my quote w/in 24 hrs or refund my money - BUT I can't give a quote online (tree service) I have to visit the home so I'm forced to click Thumbtacks option of "more info needed" - in the meantime, Thumbtack is sucking in hundreds of dollars per lead knowing the consumer will only call 1-2 businesses. Thumbtack refuses to give me the clients last name, phone number or address even after I've paid for the lead - they say I have to wait for the client to call me. I've requested $70 be refunded under their guarentee that if the consumer doesn't respond to my lead w/in 24 hrs they'll refund -- $70 worth of leads have cancelled after never getting a quote from me because Thumbtack won't give me their info so I can give them a quote. I've spent several wks and many emails trying to resolve this w/ them and they keep reiterating the same thing or saying I don't have to use their service (telling a dedicated customer, we've taken your money, didn't give you what we promised, now you can go since you're complaining)

Business Response: Initial Business Response /* (1000, 5, 2014/05/20) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear *****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. I'd like to further apologize for trying to contact you via phone to discuss these issues in person; I hope that I am able to address all of your concerns in my response. Please note that I've gone ahead and refunded your past credit purchases since 3-31-2013. It may take a few business days for these funds to be posted to your account. I would like to first apologize for failing to provide you with a great customer service experience. We are actively hiring, training, and building out our customer support team in order to prevent this from happening in the future. Our goal is to provide a fantastic customer service experience each and every time you contact Thumbtack. You are a valued member of our professional community and hope that you will continue to use our services in the future. Thumbtack charges our service professionals to place a quote, instead of only when the service professional is hired because we do not consider ourselves a commission based business model. Rather, we see our role as that of making the introduction between our service professionals to a potential customer and then we get out of the way so that the service pro, who is best equipped to actually sell the customer on their service anyway, can tackle the lead however they see fit. We actually have a hard time tracking precisely what happens after the introduction is made because the service pro and the customer usually move communication to their own email clients or connect via phone (which is fine by us!). I am sorry that you had a frustrating experience with the questions we ask our customers in the request form. We are currently building out these team and have updated hundreds of these request forms in the past few months. Remember, it's entirely up to you as to whether or not you'd like to send a quote; there is no obligation to respond to a particular job request (or any job request for that matter) if you feel the lead requires more information. This includes customer contact information, which is an optional field for the customer. Furthermore, you can always utilize our 'Suggested Questions' forum to ask additional questions for free. I'd like to clarify that Thumbtack will refund the credits spent whenever the customer is unable to view your quote within 48 hours. You mentioned 24 hours in your original complaint, which is incorrect - the quoting window is actually limited to 24 hours in order to provide a great experience for our customers. Please note that your quote is still free if the customer views your message beyond the 48 hour mark. Thumbtack does not guarantee that the customer will view and / or respond to your quote within any period of time. I hope this clears up any confusion surrounding our refund and quoting policies. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS

6/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Thumbtack consistently sent false leads and I spent alot of money on the site with no delivery of any promises they state. Thumbtack charged me large sums of money to make quotes to false leads, I also was harassed by a client of theirs who left me a negative review even though i was never hired. I want a complete refund as I have requested before. I have deleted my account and hope no one gets ripped off by them, the leads are not legit.

Desired Settlement: I wanted a complete refund and my account permanently removed. I have asked before but was declined.

Business Response: Initial Business Response /* (1000, 5, 2014/05/13) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ***, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I've processed your refund request and the funds will post to your bank account within a few business days. Your account has been removed from our system as well. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. In regards to our review policy, customers are able to leave a review once they've connected and communicated with you on Thumbtack, regardless if the professional has been hired or not. We allow and encourage these types of reviews since our customers are not only interested in the quality of work performed, but professionalism and responsiveness as well. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS Initial Consumer Rebuttal /* (3000, 7, 2014/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received a refund it's been 2 weeks! Final Business Response /* (4000, 9, 2014/05/22) */ Dear ***, I'm so sorry you haven't received your refund yet. Would you mind double checking your records? I looked into these transactions and can confirm that your refund has been processed. I will send you an email that shows the refund verification our end. If the issue continues, I'd be happy to call Braintree, our financial intermediary to have this resolved. Please keep an eye out for my email so I can get this resolved for you soon as possible. Thank you, ****** CRS

5/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Dishonest business practice. I have used Thumbtack for about 4-5 month. I have spend several hundred of dollars on trying to obtain/ bid on various job with the photography field. I have secured 3 jobs through the site. As of late, there have been a lot of posting of jobs that match what I have bit for in the past. As I am being charged for any bid I make and and not refunded after the bid has been viewed within 2 days, the expense is adding up. I am aware of the way the system works. I do not have a problem with competing vs other photographers in my area. I do have an issue if the odds are stacked against me. As of recent, jobs have been posted and I bid for them, just to find out that after the bid has been viewed, it is cancelled a day or so later. I have contacted customer service and voiced my opinion that this practice is not fair as I really never had a chance to secure that particular job. The only thing I got was a sorry, but this is the way we our business model works. If I would treat my customers in this fashion, I would be out of business. I am convinced that this entire company is a fraud and most of their leads are fake.

Desired Settlement: I want a refund for all the leads I have bid on that I had no feasible chance of winning.

Business Response: Initial Business Response /* (1000, 5, 2014/05/13) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear *****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. I'm aware that you spoke with ****, one of our Customer Advocates, and hope he was able to address all of these concerns as well. I appreciate your feedback on our policy, however we are unable to change our refund policy at this time. As noted on the page where you submitted your quote, we'll automatically send you an email as soon as your quote is viewed by the customer. If the customer doesn't view your quote within 48 hours of your submission, we'll automatically return the Thumbtack Credits to your account, so you can use them again free of charge on the next work request that interests you. We do not offer refunds once the quote is viewed because we give the consumer full access to your contact info, including your phone number and website. We therefore have no way of monitoring a consumer's actions once a quote is read. Please remember that you are not required to respond to a customer job request - it is entirely your choice if you'd like to submit a quote to the customer. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS

5/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: This is totally scam I opened account and put money in leads is all fake need my money back! Suppose I got hired from two costumers and when I ask when they need me they cancelled is so fake take my money with fake costumers, spend money on leads and when they hired you they cancel soon is possible they play with you money andffeelings.

Desired Settlement: Money back please!

Business Response: Initial Business Response /* (1000, 5, 2014/04/29) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear *****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I've gone ahead and processed your refund request, which brings your total refund to $23.33. I looked into your Thumbtack account and noticed that you submitted a total of 6 bids. I understand your frustration in not hearing back from these customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as well. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired I apologize that two of your customers canceled at the last minute. We strive to provide you with high quality introductions, however it is ultimately up to the customer as to whether or not they'd like to hire you for the job. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS

5/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Thieves and con artists.. Worst service I've ever used, paid for a background check.. Linked video, multiple pictures (not new at my business), thoroughly filled out sufficient info.. Even got half a dozen people to fill out reviews.. Unfortunately suggested this site to several (social network so Hundreds) of fellow entertainers without any bonus.. Only after I called the company suggesting shenanigans did I get my first (after dropping a total close to $30 in the site) hit.. Of course I low balled it to begin with.. Then later she called me back to cancel because of a financial situation.. I have no faith left in this service..

Desired Settlement: I would say refund of my money.. But how do you compensate me selling my name for you to my peers and deceiving them as well as all the time and energy I sacrificed on my own spot, after all, I don't work for $10 an hour and I spent closer to 6 or more hours on this garbage, which would put the total closer to $400.

Business Response: Initial Business Response /* (1000, 5, 2014/04/29) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. I went ahead and refunded your entire purchase history, which puts your total refund at $46.98. These funds will post to your bank account within a few business days. I hope this helps and understand that this compensation does not account for your time. If you choose to continue using Thumbtack, please note that I've also added a few complimentary Thumbtack credits to your account. These credits will allow you to quote for free on approximately 20 future job requests. I looked into your Thumbtack account and noticed that you submitted a total of 14 bids. I understand your frustration in not hearing back from these customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as well. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired Thumbtack is currently focusing to create new features that will improve customer communication. We understand how concerning it must be to not hear anything back from your customer leads, however please understand that these customers may have hired another pro or are simply not interested in any of the quotes that were submitted. We are currently creating new processes that will provide our service pros with this feedback; we hope that this will educate our contractors to submit higher quality bids as well as understand why they didn't land the job. We will inform our service pros when these changes have been made and updated. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS

5/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Thumbtack misleads consumers by running fraudulent ads representing only their paying clients as the best in a certain city or market. I own a dog training business in **********, IL. If you Google the keyword "dog training **********" you will see a result for "Top 19 Dog Training Services in **********, ** - Thumbtack This is a falsehood. They list no dog trainers in the city of ********** but only list paying members of other cities who post fraudulent reviews that mislead consumers. This is a fraud on consumers and a detriment to honest businesses whom don't pay to use their service. This practice is unethical, deceitful, and detrimental both to honest business and consumers. My business, ******* ******* Dog Training has an A+ rating with the BBB, a 5* rating on Google, a 4.5* rating on Yelp and over 11 years in business. Yet consumers are mislead by the deceptive practices of Thumbtack that my business somehow was unqualified rather than my business does not pay to participate in Thumbtack. I am not a lawyer but I believe blatant dishonesty and misleading advertising is illegal. These dishonest practices of Thumbtack have caused me both emotional and financial harm.

Desired Settlement: Cease and desist forthwith and without delay any further listing on Google to wit, *********************************************** - Thumbtack" OR truthfully state that the services listed are paying clients of Thumbtack with fraudulent, unverified reviews that do not have businesses in the city of **********.

Business Response: Initial Business Response /* (1000, 5, 2014/04/17) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear *******, I am writing to you in response to your BBB complaint against Thumbtack. My name is ***** and I've previously communicated with you through Thumbtack support in the past. I apologize for the poor experience you had with Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I've reached out to multiple departments within our company, including the engineering, marketing, and operation teams. I've gathered detailed information about our landing pages and hope I am able to address all of your concerns. Thumbtack is free to signup and you do not have to pay to be listed on the Thumbtack "Top Professionals" list. Several customers on this page have been listed on our site for years and have never been a paying client. The Thumbtack business listing works in a similar to the way Google organically ranks websites for the keyword "dog training in **********". Google ranks sites based upon hundreds or variables and one of them is location. The dog trainers don't necessarily have to be in the city or zip code, rather they are able to service customers in that particular location. It is a reasonable expectation that dog trainers, dog walkers, plumbers, contractors and other service professionals are willing to travel. The number one ranked site on Google for "dog training in **********" does not have a business address in the city, but they are willing to travel to the customer to train the pet. Here's some more information about how business listings in search and landing pages: Google likes to give it's users options to decide which dog trainer will suit their needs the best. Rather than show only a few dog trainers that may have a narrower range of skills or prices in ********** it will show 20-30 dog trainers willing to travel to the city with a broader range of skills and prices. The business owner's website still ranks very high for a broad range of dog trainer keywords in the ********** area. You mentioned that our listed services contain fraudulent and unverified reviews. We take reviews very seriously here at Thumbtack, and only allow reviews that are submitted by actual Thumbtack customers who were introduced to the professional in review. Additionally, Thumbtack professionals have the ability to send a unique 'review url' to their past clients which helps build up their reputation when they initially join Thumbtack. This tool helps is beneficial for Thumbtack professionals since our customers value reviews when determining which professional they would like to hire. I encourage you to utilize this feature if you decide to use Thumbtack in the future. Thank you so much for your feedback. We are working hard to create a great experience for both our service professionals and consumers, as well as create a fair marketplace. Please let me know if you have any other questions or concerns. Sincerely, *****, CRS Initial Consumer Rebuttal /* (4200, 12, 2014/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) A resolution requires that both parties compromise. The response of Thumbtack offers none. Per the BBB guidelines,deceptive advertising by it's members is not allowed. Thumbtack has failed to address why it should be allowed to publish falsehoods that damage my business and deceive consumers. They cite Google guidelines and their reading of the laws regarding libel as their justification for stating falsehoods. I contend that BBB members, as I am, are held to an overriding ethical standard which makes their argument both irrelevant, evasive and patently bogus. Accordingly, under the rules of BBB membership I would ask that either Thumbtack cease their deceptive advertising or agree to binding arbitration as set forth in the rules of membership of the Better Business Bureau. Should they fail to agree to binding arbitration, I seek that their membership in the BBB be revoked and their BBB rating be revised to a "F" to accurately warn others that Thumbtack wantonly engages in unethical and deceptive business practices. Final Business Response /* (4000, 15, 2014/05/01) */ Hi *******, I'm sorry that you feel our response was not adequate. We've provided an explanation of our SEO listings and are unable to further elaborate on the exact methodology that is used in determining these rankings. Again, please note that we are well within Google's guidelines of non-deceptive SEO language, and we post these listings in order to attract customers to Thumbtack. This is healthy competition, and our end goal is to help our professionals get hired on Thumbtack. At this point, I do not think there any further information we can provide to alleviate your concerns. We are incredibly sorry that you've experienced so much frustration with Thumbtack. We appreciate your passion *** your profession and wish you much success in your business. Sincerely, *****

5/13/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I want my money back! It is a scam, the Thumbtack suppose to refund you if the client did not choose your services. There are no real clients. SCAM! I signed for Thumbtack about 3 years ago. I never had any customer, just paid for "the leads". Just lately I become very active, answering to practically any leads, even if it is very far to travel and quoted very low price just to have one job to post it on Thumbtack site to improve my chances. Send portfolio and describe the how I will proceed. Just once the client send me text message asking what time it's good to call me, and I respond immediately that tomorrow is a good time, providing them with 2 telephone ##. They never called. Another "client" complemented my portfolio, asked questions, when I asked her to call to discuss further a project, they disappeared. People sending the requests for murals in the middle of the night? give me a break, it's probably day time in India. I am very sure it's hoax, and not very clever, because pretty soon you figure it out, after about a hundred of dollars from your bank account gone to those scammers. I read the complaints of people, suckers like me, they all have similar situation and they all agree that it is a scam. I think that they need to be investigated. ******** xxxxxxxxx

Desired Settlement: I want the money I paid to Thumbtack for the leads in 2014 back.

Business Response: Initial Business Response /* (1000, 5, 2014/05/09) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ********, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that we've processed your refund request for your purchases in the last two years; this refund will post to your bank account within a few business days. I do want to strongly convey that we are not in the business of scamming our professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. In regards to customers posting job requests in the middle of the night, please note that we syndicate every request before inviting you submit a quote. There is usually a delay in approving these requests, which is why you've received late night job invitations. Remember, you have 24 hours to submit a quote and we implemented this process in order to ensure each request is valid. I looked into your Thumbtack account was able to find your bidding history. I understand your frustration in not hearing back from these customers, however please note that even our most successful professionals do not hear back from some of their customer leads as well. Furthermore, I noticed that you do not have any reviews on your profile. Professionals with at least 1 review are 400% more likely to hear back and get hired on Thumbtack. We've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll have the option to leave a review on your Thumbtack profile. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. It is ultimately the professional's responsibility to win their business after Thumbtack provides the initial introduction. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS Initial Consumer Rebuttal /* (2000, 7, 2014/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the speedy processing of my request. I've got the response from Thumbtack promising to refund the money I spend on the leads. I think that it is the least they can do. They can not compensate the time spent choosing images from my portfolio and communicating with potential customer, answering their questions, etc. But I am satisfied with the resolution of my issue. Thank you very much. Sincerely, ******** *********

5/11/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I've been with Thumbtack for over a year now and I have spent hundreds of dollars with this company. They deactivated my account for no given reason! First I experienced all Thumbtack emails / leads being placed in my email junk folder but I never marked the emails as spam and I contacted Thumbtack support regarding this and never received a reason for why this was happening - just money wasted on leads due to it, so I changed my email account and this happened 4 times now. Now they deactivated my account for no given reason and this makes it 2 times now. I had 52 positive feed backs (5 star rating) and followed all Thumbtack rules, so there is no reason for this. I had 15 credits and several open bids, pending jobs and jobs that was just recently hired for that I am sure I will lose now that my account is deactivated which does not look professional. These quotes are expensive and I am absolutely at my ends with. I am sick and tired of this and I am seriously starting to think that Thumbtack is a scam just like everyone else keeps saying.

Desired Settlement: I want a refund in full of my last two payments of $84.99 for 120 credits and I want an explanation on why they deactivated my account TWO times now for no good reason!

Business Response: Initial Business Response /* (1000, 5, 2014/05/07) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear *****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. This is a follow-up to your recent conversation with ********, one of our Thumbtack Customer Advocates. Please note that ******** has added complimentary credits to your account, and I've processed your refund request for your last two credit purchases. The refund will post to your account within a few business days. First, I'd like to thank you so much for your loyalty to Thumbtack and providing a great service for our customers. I noticed that you were hired 107 times on Thumbtack, which is absolutely remarkable! Without a doubt, you are a top Thumbtack professional, and have received remarkable reviews from clients on our site. I'd like to mention that this technical difficulty is a known issue and our engineers are working to improve our email notification system. This glitch is occurring for a very small percentage of our users, and I apologize that you are experiencing these difficulties. We are currently investigating this issue and believe that your email domain is incorrectly marking us as spam. This triggers an account deactivation, as well as a follow-up email asking if you meant to mark us as spam. Please note that we are currently reevaluating this process in order to prevent engaged pros, like yourself, from accidental deactivation. Again, I am so sorry for the frustration that this has created. In the meantime, I suggest changing the email on your account to an @Gmail account. I realize that you have already switched your email address in the past, however we've had very few reports of lead email issues from Google users. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS Initial Consumer Rebuttal /* (2000, 7, 2014/05/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello ****** Thank you for helping ******** immediately take care of me and my concerns, I greatly appreciate you both and feel you both went above and beyond my expectations with the credits. Furthermore; I hope that this problem is fixed asap since it really does cause a hardship to me and others and appreciate your acknowledgment that there is in fact this on-going issue. Sincerely, ~ ***** ****-*****

5/9/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I hired a General Contractor thru thumbtack who claims to screen all business owners and verify their professional license. The site is misleading! I hired a General Contractor through thumbtack who became evasive once he received payment and started the work. He keeps asking for more money and refused to send progress reports so that I could inspect the work. Turns out he has done very little work and no record of a license as a contractor or business owner can be found. I hired him because thumbtack claims to screen those who join. Since I've brought it to their attention they've been sending me emails that do nothing more the fill my boxes blaming me for not taking precautions. They even delete the review from the contractor's profile because they don't want anyone else to see it? I'm out of $5600 and they seem to think its a joke. The contractor will not supply with any receipts and have taken advantage of my situation. I don't expect BBB to do much about it but this situation occurs often. Not everyone handles matters the I am trying to do here. If Mr ******** keep at this he will meet someone who might not be so civil.

Desired Settlement: I want my refunded money for work I paid for that hasn't been done.

Business Response: Initial Business Response /* (1000, 5, 2014/04/22) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ********, I am writing to you in response to your BBB complaint against Thumbtack. I sincerely apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I've reviewed your email support history with **** and ***** two of our Customer Advocates here at Thumbtack. First, I'd like to reiterate that Thumbtack does not verify a professional's license unless the professional requests to have the 'License Badge' on their profile. A license-verified badge will appear on a service provider's profile once they choose to complete that verification. The professional in question has not indicated on his profile that he is license. You can, however, choose to disregard a quote if the service provider's profile does not fit your preferences. If you'd like to learn more about Thumbtack safety and our verification procedures, please visit the following link: http://www.thumbtack.com/safety I'd like to thank you for updating the review on the professional's profile page since the first review was deleted for violating our community guidelines. I noticed that the updated review simply states "Terrible!" - I encourage you to update this review with a more detailed description of your experience. If you decide to use Thumbtack in the future, I strongly recommend that you research the professional's profile page, reviews, license, background check, and bid price before accepting the quote. We do our best to provide quality introductions by issuing a DOJ Smart Screen, however it is ultimately your decision as to whether you'd like to hire a specific professional or not, especially if the pro hasn't requested a background check or license verification on their profile. Unfortunately, Thumbtack is unable to refund the money that you paid to the contractor. Since our professionals are not Thumbtack employees, I encourage you to continually work with the professional in an attempt to resolve the issue and reclaim your losses and to finish the project. If you'd like assistance in contacting the professional, simply give us a call at XXX-XXX-XXXX and our team of customer relation specialists will be happy to assist you. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, and appreciate your input. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS

5/8/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I believe Thumbtack is using deceptive practices to get its users to purchase more credits for leads. The leads provided by Thumbtack are suspicious at best and, I believe, may be fake. Interesting patterns can be seen in the leads provided. For a period of time, I was getting a lot of web page design leads. Lately, the lead dujour are "life coach" leads. The company does not allow you to ask intelligent and necessary questions, in order to put together a meaningful response to the supposed leads. I have submitted low quotes and receive no response. I submit high quotes and receive no response. I was getting flooded with leads and, since I stopped taking the bait, the leads have stopped since 4/13. I find that interesting. There are a significant pattern of complaints about this organization and feel someone, perhaps the District Attorney's office, should take a look at what is happening at Thumbtack. At a minimum, I'd like my money refunded.

Desired Settlement: I am looking for a refund of money paid to Thumbtack. Whatever they are doing smells very fishy.

Business Response: Initial Business Response /* (1000, 5, 2014/04/22) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear *****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I've processed your refund request, which brings your total refund to $129.96. The funds will post to your bank account within a few business days. The reason you haven't received any leads since April 13th is because our system has detected inactivity on your account. We noticed that you hadn't submitted a bid since March 12th; therefore, we've set a limit of one customer request per week since we'd like to avoid overwhelming you with emails. Additionally, our goal is to invite professionals that are active members of the Thumbtack community. Please let me know if you decide to reactivate your account and I'll make sure to reset this limiter on your account. I understand that you've had a frustrating experience with our 'Suggested Questions' forum and how aggravating it must be to have a question deleted when you simply would like more information before submitting a quote. The guidelines for suggested questions have not changed since their inception. That being said, they have been applied inconsistently by our customer service agents who monitor the questions. We are currently evaluating these inconsistencies and are working hard to create a question review process that is fair, accurate, and consistent for our service professionals. At this time, you are not allowed to ask questions that were presented in the request form, regardless if these fields were left blank by the customer. Please note that you are not required to submit a quote at anytime - it's completely your choice as to whether or not you'd like to respond to a particular customer. Furthermore, I'd like to clarify that we are unable to guarantee the consistency of job request volume by category. We send you customer leads based on supply and demand, and it appears that there has been a recent spike in job requests for "life coaches", in comparison to the other services that you provide. Remember, you're able to adjust your leads at anytime by visiting your leads page and selecting which request categories you'd like to receive. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, ****** ***

5/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: they claim to provide business leads, which they send out text messages. i have purchased leads twice..no work. this process is bogus i have proof this service keeps sending me text messages for requested work. I have responded...a lot...no responses past the initial. i have even sent three(as a test) that state, just say no to the quote so i know your a human being...no response to those either...they are a scam...no real work exists from them, and they do not provide what they claim...real sales leads...this is not ok!

Desired Settlement: i want every penny i paid back!

Business Response: Initial Business Response /* (1000, 5, 2014/04/14) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I'm able to address all of your questions and concerns. I went ahead and processed your refund, which brings your total refund to $35.98. These funds will post to your bank account within a few business days. If you decide to give us another shot, please note that I've also added a few complimentary Thumbtack credits to your account. I looked into your account and noticed that you are photographer and haven't uploaded any pictures to your profile. Pictures are especially important for Thumbtack photographers since it allows your customers to visualize the quality of work you provide. I strongly suggest that you properly fill out your service profile page before submitting any additional quotes on Thumbtack. With that being said, I understand your frustration in not hearing back from some of your customers - please note that our most successful service professionals do not hear back from some of their customer leads as well. Furthermore, I noticed that you do not have any reviews on your profile. Service professionals with at least 1 review are 400% more likely to hear back and get hired on Thumbtack. We've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll have the option to leave a review on your Thumbtack profile. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS

4/29/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Complaint about Client Leads and Submission of Quotes I registered with Thumbtack in February, I believe, and I've followed the guidelines presented by the company and even participated in a webinar. After several profile edits and quotes to "leads", I have not received any responses. This is highly unusual in my profession as a personal chef and my experience allows me to know that clients generally inquire about catering and parties and cooking because they really do want the services and are not just fact-finding. Potential clients also call chefs/caterers to learn more about the menus and pricing because of the customization. After absolutely no response, I began wondering if the leads were valid. I then discovered over 100 complaints on BBB for the same issue I'm having. This, plus the fact that the analytics on my website indicates ZERO views from Thumbtack, lead me to believe that, at best, this group is not for me. More likely though, this company is delivering false leads, i.e. a scam, which the representative for Thumbtack has been replying the same standard/generic apologetic message to the 100's of complaints. Additionally, I question the policy/practices of the BBB, who have Thumbtack A-rated. How does a company with this many complaints and requests for refunds continue to have such an excellent score? Maybe the next complaint I file will be with the BBB...

Desired Settlement: I want a full refund of the credits I purchased with Thumbtack.

Business Response: Initial Business Response /* (1000, 5, 2014/04/11) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear *****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope I am able to answer all of your questions and concerns. I'm really sorry if our previous responses appeared to be canned. Nonetheless, I want to assure you that I responded to your BBB complaint based completely on your individual experience. Please note that I've processed your refund requests and your entire purchase history has been refunded. The funds will appear in your bank account within a few business days. Thumbtack is not in the business of scamming our users. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. For more information on our request verification process, please read our company response under "Additional Information" here: http://www.bbb.org/greater-san-francisco/business-reviews/internet-services/thumbtack-in-san-francisco-ca-XXXXXX I looked into your Thumbtack account was able to find your bidding history. I noticed that a few of your customers indicated that they hired another service professional for the job, while others viewed your profile and never responded. Regarding your website analytics, I apologize that we haven't sent any traffic to your site, however please keep in mind that we charge you credits when the customer viewed your quote. It's entirely up to the customer if they would like to further view your profile or business website. Furthermore, it's ultimately up to the customer as to whether or not they would like to send a response. With that being said, I understand your frustration in not hearing back from these customers, especially since you have a great profile and a 5 star review. Our product team is working hard to increase the customer engagement on our site; please let me know if you're interested in continuing to use Thumbtack and I'd be happy to grant you a few complimentary credits to test out different quoting strategies. If so, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS

4/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I am not getting feedback that a client has looked at my bid. If a client doesn't look I get my bid money back. This is not happening. I just want to be sure that the clients are real and not made up. Sometimes on their site Thumbtack the names seem made up. If you send a client a bid on a job and they do not look at your bid in a given amount of time you get a credit back. If the client looks at your bid and does not use you you do not get your bid money back. I do not get updates stating that the client has looked at my bid. But I do not get a credit back. In some cases I am wondering if these people are real or made up. Very concerned that this could be in part a scam.

Desired Settlement: I would want my bid money reimbursed and know that the people requesting services are real people.

Business Response: Initial Business Response /* (1000, 5, 2014/04/09) */ Contact Name and Title: *****, CRS Contact Email: ********************* Dear ******, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I have processed your refund request of $68.67, which will post to your bank account within a few business days. I'd like to take a moment to clarify the quoting process on Thumbtack. As noted on the page where you submitted your quote, we'll send you an email as soon as your quote is viewed by the customer. If the customer doesn't view your quote within 48 hours of your submission, we'll automatically return the Thumbtack Credits to your account, so you can use them again free of charge on the next work request that interests you. I checked your account and verified that the 'viewed' notifications are displaying in your quotes. For example, if you look at your most recent customer lead, ***** J., you'll see that she viewed your quote one day after you submitted the quote, which is within the 48 hour window. Please let me know if you aren't receiving the proper email notifications - I am more than happy to look into this possible glitch. We do not offer refunds once the quote is viewed because we give the consumer full access to your contact info, including your phone number and website. We therefore have no way of monitoring a consumer's actions once a quote is read. The leads we send you are generated by customers who fill out request forms with drop-down answer options. Therefore, the requests will look similar and have the same uniquely worded responses. We realize this can look a fishy, so we are starting to require customers to write a little something in a free-form text box on the request forms - just to show you that these responses are from real customers looking for really great professionals, like yourself. Furthermore, we verify each customer's name in a national database to ensure that they aren't using a fake name. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://******************************. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, *****, CRS

4/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Thumbtack doesn't verify that the leads they're providing to service providers are valid I have used thumbtack to try to get leads for my photography business. I have paid for so many dead end leads because the person you write doesn't have to write you back. I ended up accepting a couple very low paying jobs on there just to try and retrieve some of the money I have wasted on there paying for dead end leads. I decided that I will now only pay for leads that show that there is a phone number of the possible client because I feel at least this way I am paying to give a quote to someone with a better chance because I'm guaranteed to speak with them verses one without a phone number because then they can simply delete or ignore my email. Thumbtacks policy of the fact that if the person views your quote online washes out the fact that they won't refund you your credits paid is what's upsetting me. I have sent in quotes on multiple occasions now where I indicate to the possible client that I will give them a call once I finish submitting the inquiry since they're phone number is available and that's all they're reading from me. At that point I'm calling them with the number provided by thumbtack from the possible client and the number on multiple occasions now has not been a valid number! However since the client supposedly viewed my quote which I never even sent quotes rather a message saying I'll be calling you, thumbtack refuses to refun my credits as I requested. It is so wrong that we pay $10 just to hit a dead end when were not promised an accurate number to contact the lead like advertised. I want consumers to know that thumbtack is more interested in your large amount of money per lead than they are delivering a reputable service. I think they need a system in place where they verify the leads phone number because isn't fair to struggling businesses like mine. They have such strict policy's for the business owners posts to leads such as if we want to ask a question and most typically they tell you your question doesn't meet their guidelines yet they have no guidelines on being sure they're even charging for valid leads . I feel like I just flushed my money down the toilet, I feel so upset. I hope this if anything helps another business owner to not just give their money away like I have.

Desired Settlement: I would just like my credits I purchased refunded and for thumbtack to consider a screening process of phone numbers before giving the number to people like myself so we can b confident we're actually paying for a valid lead.

4/28/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Thumbtack service providers' ratings are based on false reviews. I hired Cejitas Remodeling and Construction (**** *******) company via Thumbtack based on excellent reviews in Thumbtack. Long-story short, after spending $35,000 on Cejitas Construction, I am unbale to move into my house, money is gone and Cejitas Construction still has wonderful reviews on Thumbtack. I consider this misrepresentation.

Desired Settlement: Thumbtack should have integrity, verify reviews, and immediately remove service providers who cheat.

Business Response: Initial Business Response /* (1000, 5, 2014/04/09) */ **ntact Name and Title: *****, **S **ntact Email: *********************Dear *******, I am writing to you in response to your BBB complaint against Thumbtack. I tried calling you this afternoon and unfortunately wasn't able to reach you. Please feel free to call us back at ************. First, I'd like to mention that I reviewed your entire contact history with our customer support team. I am so sorry that you had a terrible experience with one of our professionals and hope that I am able answer all of your questions in a sufficient manner. I looked at the professional's profile and am a bit confused as to why you left him a 5 star review. I completely understand your frustration and encourage you to update this review as soon as possible. Any one of our customer service representatives, including myself, would be happy to help you edit the review if you need assistance. We take reviews very seriously here at Thumbtack. We do not edit, moderate, or delete any reviews in which the customer and service professional were introduced through Thumbtack. Please note that our professionals are able to ask their past clients for reviews through a special url link, which helps them build a presence on their site when they first sign up. With that being said, since you and the professional were introduced through Thumbtack, we will not edit or delete any of your reviews on this professional's profile page. The majority of reviews left on ******* **nstruction's profile are from actual customers that were introduced the professional on Thumbtack. Thank you so much for your feedback, which will be taken into consideration as we continually discuss our policies. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, *****, **S Initial **nsumer Rebuttal /* (3000, 7, 2014/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thumbtack accepted reviews from the service provider's wife. Ask them why would ******* ** (wife) leave review for ******* **nstruction. ******* ** is part owner of the business. It is like me reviewing myself, and telling customers how great I am. Final Business Response /* (4000, 9, 2014/04/16) */ Hi *******, It's been a pleasure communicating with you on how to update the review you left for this specific Thumbtack professional. I awaiting your review edits and will immediately update the review once I receive this information. I understand your frustration in regards to your specific complaint about the review from the professional's wife. This is actually a very rare circumstance since we normally receive complaints about negative reviews. Unfortunately, we are unable to remove the review since we encourage our professionals to have their clients submit past reviews, which helps build up their reputation on Thumbtack. We do not verify these particular reviews since they are submitted through a specific 'review url' that is private the Thumbtack professional's account. With that being said, Thumbtack has implemented security measures to prevent professionals from submitting positive reviews for themselves. First, we verify that the reviewer's IP address is different from that of the professional. Additionally, Thumbtack prevents customers from submitting additional reviews for the same customer. Again, I understand your frustration, however this professional has multiple 5 star reviews; many of these reviews are from the professional's customers that were introduced through Thumbtack. Thank you so much for your feedback, which will be taken into consideration as we continually discuss our policies. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. I look forward to receiving your review edits so that your experience is properly represented on the professional's account. Sincerely, *****, **S

4/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Thumbtack is a scam. Thumbtack, an intenet based company, is basically a referral service. I create an elaborate profile/portfolio as a service provider ( in my case a private art instructor). Clients place requests for services on Thumbtack which are then forwarded to me. If I am interested I must pay a fee in order to place a bid. I cannot contact the interested party directly. I submitted many, many quotes and never received any business. I felt this was a scam and contacted Thumbtack many times questioning their legitimacy. We have done an elaborate dance and still no clients.

Desired Settlement: I would like concrete proof that Thumbtack in SF is indeed a legitimate business. I am almost 100% sure they are not. I would like them thoroughly investigated and forced to close. Why are totally bogus companies allowed to exist?

Business Response: Initial Business Response /* (1000, 5, 2014/04/03) */ Contact Name and Title: *****, CRS Contact Email: ******************** Dear ****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. I'd like to first mention that Thumbtack has followed all BBB instructions and have posted an official response to common complaints against our company. This response can be viewed on our BBB homepage below: **************************************************************************************************************** I looked into your Thumbtack account was able to find your bidding history. You have submitted a total of 7 bids and have heard back from 1 customer, ****, who is interested in hiring you in the future for his Arts & Crafts needs. I understand your frustration in not hearing back from the other 6 customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as well. It is ultimately up to the customer as to whether or not they want to hire you for the job. I noticed that you do not have any reviews on your profile. Service professionals with at least 1 review are 400% more likely to hear back and get hired on Thumbtack. We've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll be able to easily leave you a review on your Thumbtack profile. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://**************************************************** I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://******************************. Moving forward, we are working on product innovations and operational tasks in order to encourage customers to respond to service professionals, even if they end up choosing a different service professional. Furthermore, we are currently considering a communication system that informs customers that service professionals pay to submit quotes on their job request. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. I went ahead and added 10 complimentary Thumbtack credits to your account. Please let me know if you have any other questions or concerns. Sincerely, *****, CRS

4/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I am positive this company is a scam. I'm incredibly disappointed with thumbtack, I've wasted too much time and money for on something that I believe to be a scam. I've called a number multiple times and no one ever answered (music just plays and plays). All lead names are incredibly phony and there is really no way to ever follow up. So many people are writing online stating that they have been fooled to believe this site will give them ACTUAL leads.

Desired Settlement: I would like all the money I've put into purchasing leads back.

Business Response: Initial Business Response /* (1000, 5, 2014/04/04) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ******, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. I went ahead and processed your refund request, which brings your total refund to $76.67. Please note that it will take a few business days before the funds are posted to your account. I would like to first apologize for failing to provide you with a great customer service experience. Our phone teams were not properly equipped to handle the spike in ticket volume that stemmed from our company's significant growth in the past few months. We are actively hiring and building out our customer support team in order to prevent this from happening in the future. Our goal is to provide a fantastic customer service experience each and every time you contact Thumbtack. The leads we send you are generated by customers who fill out request forms with drop-down answer options. Therefore, the requests will look similar and have the same uniquely worded responses. We realize this can look a bit phony, so we are starting to require customers to write a little something in a free-form text box on the request forms - just to show you that these responses are from real customers looking for really great service pros, like yourself. Additionally, we verify the customer's identity via email and by verifying their name in a national database. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS

4/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: This company provides false leads, no phone numbers to clients and a return value of zero. I signed up for thumbtack because it seemed like a legit organization. You pay to send leads quotes and the member contacts you and books you for a job. I didn't know that many of the leads that you send quotes to are false leads and have no contact number. The few leads that did have a contact number that I submitted to never answered the phone or phone numbers were disconnected. If the person just submitted a lead with a phone number, that number should not immediately be disconnected of else they wouldn't have given it. I have spent about 30 or 40 dollars on this organization in hopes to drive more business to my company. I have recently looked at google and I haven't even as much as received extra traffic to my website. They bait you with false leads mixed in with a few real ones. You have to fight for the real leads but but the problem is you don't know which ones are real because the majority of them have no numbers. Even when you requested additional information, you either don't get a response OR the thumbtack with say "the member answered this question" when in fact they did not. Its also wrong that it is set up where you pay "points" per lead. You have to buy x amount of points to send leads. It sucks because sometimes you can end up purchases more points then you need for the lead and now you have points just sitting there. I still have 2 points to use and since no quotes ever come up that are only worth 2 points I would be forced to purchase an extra point. I think that is all apart of the scam to get more money. I am requesting a full refund.

Desired Settlement: I want a full refund of the $34.99 I paid to obtain these "points" that you must use to send quotes sent back to the paypal account I used to purchase them **********@gmail.com I am requesting an immediate refund. I did everything right and still have not recieved one paying job. I got some of my previous clients to write reviews, I filled out as much information and questions on the thumbtack webpage to gain more "reconition". I have yet to receive a paying lead. I truly do think its a scam and they are ripping people off and the few people that are landing jobs are paying out the wahzoo for leads which defeats the purpose.

Business Response: Initial Business Response /* (1000, 5, 2014/04/04) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. I went ahead and processed your refund request, which brings your total refund to $34.99. Please note that it will take a few business days for the funds to post to your account. I looked into your Thumbtack account and noticed that you submitted a total of 9 bids. I understand your frustration in not hearing back from these customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as well. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired We currently do not mandate that our customers display their personal contact information, such as a phone number or email, because of trust and safety concerns. Our customers enjoy using Thumbtack because it allows them to quickly find contractors and contact the service professionals that they actually interested in hiring. I apologize that your customer leads did not provide an accurate phone number; it is up to the customer to correctly input their phone if they choose to enter this information in the request. Our suggestion is to contact the customer through the Thumbtack messaging system - simply let them know that their phone number is invalid and that you are interested in working for them. Thumbtack charges our service professionals to place a quote, instead of only when the service professional is hired because we do not consider ourselves a commission based business model. Rather, we see our role as that of making the introduction between our service professionals to a potential customer and then we get out of the way so that the service pro, who is best equipped to actually sell the customer on their service anyway, can tackle the lead however they see fit. We charge our service professionals by the credit because our users are able to create accounts with multiple profiles, which often utilize different category pricing. Purchasing leads on Thumbtack should be considered an advertising cost. Think about buying TV commercials or listing on a directory like Yelp. Many people see that advertisement, but only a couple will likely turn into customers. The difference with Thumbtack, is that we are enabling you to place your advertisement in front of a potential customer you know needs your exact service and talents who is in your geographic area. Further, your advertisement will never compete with more than 4 other service professionals, because we do not allow a request to receive more than 5 quotes. With that being said, we do not guarantee that you will win the job or hear back from every customer; it's up to the service professional to competitively 'sell' themselves through the bidding process. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. I'm more than happy to offer you a few complimentary credits as well, if you're interested in using Thumbtack in the future. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS

4/18/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Security Flaw within website, when reported, CSR ignored concerns instead of investigation. It has just come to my attention that a HUGE security flaw exists within your network. When I brought this up to ELITE support, it was brushed off. Instead, I will now take every opportunity I can to make sure it's not only heard by TT but SEEN by other Pros. Full-Disclosure, it took TT EIGHT DAYS to respond to a report of a serious security breach, and they had the audacity to respond with "Well, don't do that!" Do you not watch the news? Sony security breach? Target security breach? Any of those ring a bell? Do your investors not care that they're backing a site that can contain the payment information for other companies AND can be abused? If this message is deleted, I will repost it. I will even go as far as to have my techs repost it. I will build one-page websites to get it posted and indexed. Don't test me. "One of my techs has a side business and, because I suggested he advertise his services on Thumbtack, he did so. No, I will not tell you what he does. He passed me a link to a quote that he had received via email. I clicked on it. Saw the quote and laughed. Then I froze. I had COMPLETE AND UNFETTERED ACCESS TO HIS DASHBOARD. . I could see his profile. I could edit his profile I could delete/add payment information. I could do EVERYTHING as if I were he. Consider this: all someone needs to, say, break into someone's Apple account is minor location information and last-four of a debit/credit card number. Not so much a big deal if you purchase music or video, but say your have a Macbook or an iPad with "Find my iDevice" listed. I could easily find out where you are (if you have the device with you) or remotely erase it with a click of a button. Say I was a TT pro and used my debit card for both iTunes AND TT... Now tell me what the issue would be there if someone could access my account so easily... I'd LOVE to hear your response as to why you're not securing your networks. And, please, note what industry I work in, and keep in mind that I'm a former software engineer before you answer with a canned response. Also, for full disclosure, we use email tracking software for our business. This means I can see when you open the email, know how long it's open, see when you click links, and gauge how long it took for you to reply."

Desired Settlement: I, and many others, would feel safer if our payment information was safeguarded.

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi ******, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. We take security very seriously here at Thumbtack. I would like to first apologize for failing to provide you with a great customer service experience. Our email and phone teams were not properly equipped to handle the spike in ticket volume that stemmed from our company's significant growth in the past few months. We are actively hiring and building out our customer support team in order to prevent this from happening in the future. Our goal is to provide a fantastic customer service experience each and every time you contact Thumbtack. Thumbtack does not encourage or indicate that our service professionals should send or forward leads. These leads are personally matched to your account based on location, service category, and other request form criteria. Therefore, if you forward a lead to another service professional (Thumbtack pro or not), the pro will not be able to submit a quote for that job. Thumbtack invites all qualified Thumbtack pros to bid on a job, and the first 5 pros to respond will have their quote submitted for the customer's review. If you send a lead to someone that's more qualified for the job, they will not have the ability to submit a quote. If the "more qualified pro" is a Thumbtack pro and was coincidentally matched to this lead as well, then perhaps this method of communication will work. This unlikely scenario is not recommended because the pro will be automatically logged into your account by simply clicking on any link in the forwarded email. Every Thumbtack professional should handle their own leads and account; there is absolutely no benefit in forwarding a lead email to a third party. With that being said, I understand the idea of sharing a lead with another service professional, however you would have to submit a quote on that pro's behalf. That quote would be extremely confusing to the customer because you would need to mention that you are not the service professional that would be performing the job! Furthermore, you would be responsible for the cost of that quote. As you can see, this scenario is very messy and not in the customer's best interest. Regarding the security concern, I'd like to inform you that Thumbtack does not store credit card information on our site. If a potential "hacker" was to gain access to your account, they would not be able to view your entire credit card number. This information is stored with a third party intermediary service that Thumbtack utilizes for payment. Therefore, your credit card information is safe and securely stored. You'll notice that we only display the last 4 digits of your credit card information when viewing your account settings on Thumbtack.com. I understand your concern in displaying these digits as a potential security flaw, however these 4 digits are printed on nearly every purchase you make across all industries, whether it's a physical receipt from Starbucks or an email receipt from Amazon. This is not a true security breach because you are essentially giving another service pro permission to enter your account when you forward a lead email. It's the responsibility of the service professional to not forward leads to anyone they don't trust in their account. The leads we send you are personalized and matched exactly to your profile, albeit not always perfect. I believe that staying connected and sharing leads with other service professionals is a great way to do business. However, when using an online marketplace such as Thumbtack, this practice is not recommended the customer leads are directly matched to your account. If another service professional is a better fit for the job, I recommend telling him or her to sign up on Thumbtack! That's the easiest, safest, and most efficient way to ensure that they are receiving the leads that you may want to share with them. We appreciate your concern and will continue to monitor this potential issue as we grow. In the meantime, we recommend that service pros do not forward their Thumbtack emails. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, *****

4/17/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Thumbtack does not provide any of the services that they state they provide. I believe they are taking my money under the guise of aiding me. I have been using Thumbtack for a bit now and must say that I have never been so displeased with a company. In fact I have never written to the BBB before now but I'm offended by their obvious thievery and I absolutely feel that service professionals are being scammed by this company. I paid for the background check which was charged to my debit card and have yet to see the results of it. I was told I could have former clients post reviews on my page, but all of the clients I sent the link to say that they are given an error code that basically states that I can't fill out my own review. How is it assuming I'm the one doing it when multiple people are filling out this review from various computers all over the state?? Also, there is no way to ensure that the leads I am receiving are legitimate. I have read the details for how Thumbtack's algorithm works, but I'm basically paying to put my bid in a black abyss and hope for the best. This seems highly unreasonable to me. I have written numerous emails over the last seven days and have heard not one word back from Thumbtack. I am seeking a refund for my background check payment as well as the amount I've paid for credits that remain unused. I will be deleting my account. At this point, there is nothing Thumbtack could do for me to believe they are a reputable company.

Desired Settlement: I would like to be refunded the amount of the background check as well as the remaining credits that are listed on my account.

Business Response: Initial Business Response /* (1000, 5, 2014/04/01) */ Contact Name and Title: ****** CRs Contact Email: ******@thumbtack.com Dear *********, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I've processed your refund request, which brings your total refund to $21.99. These funds will post to your bank account in a few business days. I checked your customer support contact history and was only able to find one ticket, which was submitted on March 25th. One of our customer service agents, *******, responded to your email on March 27th. If you used a different email address, please let me know and I'd be more than happy to look into why we failed to provide you with a great customer service experience. For future reference, please email *******@thumbtack.com if you have any questions or concern; our technical agents are more than happy to assist you in investigating the review URL link issue on your account. I am sorry that you feel we have not provided any of the services you were promised. We see ourselves as a marketplace where service professionals are able to connect with customers who submit job requests. After looking into your account, I noticed that you've only submitted a total of two bids despite receiving 50+ job requests in the past few weeks. I understand your frustration in not hearing back from these two customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as well. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS

4/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: They are sending me fake clients and fake emails. March 2014. $50 for quotes sent in. I was "hired" by two clients. One will not contact me and the other cancelled their "wedding" when I asked to meet them.

Desired Settlement: Refund of all quotes submitted.

Business Response: Initial Business Response /* (1000, 5, 2014/03/30) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi ****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I have processed your refund request, which brings your total refund to $46.66. This covers your entire credit purchase history and the funds will post to your bank account within a few business days. I am sorry for the trouble you had communicating with clients that marked you as hired on Thumbtack. I looked into your account and noticed that one of these customers, ******* *** mentioned that the job will not be available until the end of April. Regarding the other job request, I wasn't able to find the specific job request and apologize for any customers that cancel last minute. I understand your frustration in this situation, however this customer now has your contact information moving forward. Although some customers are slow to communicate and cancel plans last minute, I hope these experiences validate that we are sending you real job requests from real customers. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS

4/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: No clientele coming from Thumbtack I have ordered quotes from Thumbtack twice once on Feb 11, 2014 and again on Feb 26, 2014 and still no clientele coming from Thumbtack. I joined Thumbtack thinking I would gain more clientele through my slow period and yet nothing. I just want my money back from all transactions and close my account. I rather use my growing Instagram and Facebook Business Page to get all of my clients like I have been doing. Not wasting my money on foolery that I do not have in the 1st place.

Desired Settlement: Refund from all transactions made under my account. I am a Single Parent and Small Business Owner and do not have money to waste.

Business Response: Initial Business Response /* (1000, 5, 2014/03/31) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear *******, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I have processed your refund request and your credit purchases will be refunded in full. The funds will post to your bank account within a few business days. I looked into your Thumbtack account and noticed that you have actively bid on job requests. I understand your frustration in not hearing back from many customers, however please note that even our most successful service professionals do not hear back from their customer leads as well. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS

4/14/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Misrepresentation of services, dishonest practices. Lack of proper customer support (no phone number, no address) I wasn't able to see the pricing of the service until AFTER I joined as a member. The only way to learn details was to watch videos, nothing written. I cannot view video with my phone. The service consists of what may be considered fake leads. The MINUTE I joined I received two leads immediately and thought that a bit strange. Many leads purchased YET NOT ONE HAS CONTACTED ME (and I was THE ONLY one they bid on. Thumbtack takes money even if you don't get any response from the lead (another reason to believe Thumbtack uses fake names to steal money. I have read the numerous bad reviews but no more reviews were being accepted and the link to the reviews have been taken down. At least as of this mail. The only way to have Thumbtack refund your money is if it is viewed by the person within 48 hours. The validity to this fact of course cannot be verified by us so we have to ASSUME Thumbtack is yelling the truth. All of which I described constitutes as deceitful practices, and we only should be charged if we are actually hired and doing business with that lead.

Desired Settlement: I am seeking a complete and full refund of ALL the leads that were charged to my credit card and I wish to cancel my membership and my name and phone number removed from their texting list

Business Response: Initial Business Response /* (1000, 5, 2014/03/27) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi ******, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. I have processed your refund request, which brings your total refund to $23.31. These funds will post to your bank account within a few business days. Per your request, I've also gone ahead and deleted your account, which will remove your name, and your phone number from our texting list. First, I'd like to apologize for failing to provide you with a great customer service experience. Just to let you know, our email address is *******@thumbtack.com and our phone number is XXX-XXX-XXXX. I looked into your Thumbtack account and noticed that you submitted a total of 7 bids. Please note that we have a very high volume of leads submitted by customers which is why you were able to receive customer leads so quickly. I understand your frustration in not hearing back from these customers, however please note that even our most successful service professionals do not hear back from their customer leads as well. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired I apologize that we did educate you on our pricing structure until you joined as a member. We try our best to be as transparent as possible and strive to educate our service professionals on the value of our service. We refund any quote that is not viewed by the customer within 48 hours. Customers cannot directly view a quote within their email - each email notification requires them to physically login to their Thumbtack account and displays your quote front and center. I am sorry that you do not agree with our business practices, however please note that you are under no obligation to quote on any job request that is sent to your account. We appreciate your feedback and are working hard to create a model that works for everyone involved. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS

4/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: False advertisement and services. Fake leads and referrals. I have tried to work with Thumbtack and invested money in them and they continue to block neccesary questions to the leads that are needed for me to provide a quote. I want a refund immediately of all funds of total of $69.89 I have seen where they have refunded other people after telling me they don't refund. I DEMAND a refund. These are fake leads and as other people have said, i never get responses. I have lost this money and time in advertisement and want a full refund for the damages, time, and effort lost as well as for false advertisement from thumbtack.

Desired Settlement: I want a full refund of the 69.89 I paid. I am not satisfied and have sent the quotes to numerous leads but never gotten a response back and I can't generate a quote based on the lack of information received. Thumbtack refuses to allow me to ask any questions regarding budget or further services needed.

Business Response: Initial Business Response /* (1000, 5, 2014/03/23) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear *********, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that we have processed your refund and the funds should have posted to your account. I understand that you've had a frustrating experience with our 'Suggested Questions' forum and how aggravating it must be to have a question deleted when you simply would like more information before submitting a quote. The guidelines for suggested questions have not changed since their inception. That being said, they have been applied inconsistently by our customer service agents who monitor the questions. We are currently evaluating these inconsistencies and are working hard to create a question review process that is fair, accurate, and consistent for our service professionals. I looked into your Thumbtack account was able to find your bidding history. I noticed that you have been hired 3 times on Thumbtack - congratulations! I hope these positive experiences show that our leads are not fake. I understand your frustration in not hearing back from many of your customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as well. Although we are working hard to improve customer communication, it is ultimately up to the customer as to whether or not they would like to send a response. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. If you decide to continue using Thumbtack, please note that I've added a few complimentary credits to your account. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS Initial Consumer Rebuttal /* (3000, 7, 2014/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) While you continue to guarantee your services, you fail to uphold a quality service that allows professionals to reply to requests without budget information and contact details. This is no way to do business and I cannot conduct business this way. I have only been hired once and the other 2 were false due to the nature of the clients inability to follow through or respond. Also, This is a common complaint as I've read through other complaints on Thumbtack and it has several times been reviewed as scammy due to the practices that Thumbtack has implemented on the clients it has and subjects them to unprofessional practice to submit blind quotes which will of course be turned down if leads are actually legitimate. I have been refunded and I thankyou and will not be using this service until changes are made that allow questions to be asked concerning budget and a guarantee to the professionals that if the person does not put in a budget, time, and place, with details on the event, the request for service will be rejected. Instead of apologizing, do something about it. Final Business Response /* (4000, 9, 2014/03/31) */ Dear *********, I apologize if I didn't address all of your concerns in my first response. Thumbtack is currently focusing to create new features that will improve customer communication. We understand how concerning it must be to not hear anything back from your customer leads, however please understand that these customers may have hired another pro or are simply not interested in any of the quotes that were submitted. We are currently creating new processes that will provide our service pros with this feedback; we hope that this will educate our contractors to submit higher quality bids as well as understand why they didn't land the job. We will inform our service pros when these changes have been made and updated. Again, I apologize that you've had a frustrating experience with our 'Suggested Questions' forum. We are working hard to improve this forum in order to allow the necessary questions to be asked. Although we don't allow questions that that were left blank by the customer in the request form, we may remove this rule in the near future. We believe this change, along with other future initiatives, will help create a better quoting experience. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Feel free to give us a call at anytime; our phone number is XXX-XXX-XXXX. Best regards, *****

4/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Thumbtack will not give a refund, unable to contact, fake clients. I signed up with Thumbtack, where you have to pay for credits to give quotes to potential clients. There is no contact information if you are "hired". I believe that they are making false clients to get you to pay for more credits. Numerous times I have asked for my account to be cancelled, I have deleted my account but there is no response from the company at all. They continue to send quotes. There is no contact information for the business.

Desired Settlement: I just want a full refund of all my money paid and my name off of their site!

Business Response: Initial Business Response /* (1000, 5, 2014/03/23) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi *****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I have refunded all of your Thumbtack credit purchases - these funds will post to your account in a few business days. I understand your frustration in not receiving any contact information when the customer selects you as "hired". Please note that it is entirely up to the customer as to whether or not they would like to provide you with their contact information - this is completely out of our hands. I encourage you to follow up with these customers since contact information is normally shared within the Thumbtack messenger. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. I double checked your account and verified that your account has been deleted. Please let us know if you continue to receive email notifications - I am more than happy to investigate this issue since it sounds like a technical error on our end. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS Initial Consumer Rebuttal /* (3000, 7, 2014/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received only a partial refund, there is still not a contact number for the company on the website for anyone who has other issues to get in touch with the company. If they are going to have this business there needs to be a way for people to contact them. I had emailed them several times to resolve the issue. I could have stopped it had there been a phone number provided and I would have not had to go thru the BBB. Still receiving emails and quote requests as of yesterday. Final Business Response /* (4000, 9, 2014/03/31) */ Hi *****, I apologize for the on-going issues with your account. Our phone number is XXX-XXX-XXXX. Please contact us at anytime and we'd be happy to address your questions and concerns. I double checked and verified that your account, associated with email address in your BBB complaint, has been deleted. The last email we sent you was on March 23rd regarding a photography job request. If you own any other Thumbtack accounts with a different email address, please let us know and we'll immediately delete the account. Please note that you can delete the account by simply logging into your profile, clicking 'Settings', and selecting the "Delete Profile" button at the bottom of the page. Lastly, I verified that your credit purchases has been refunded in their entirety, which includes your credit purchases of $17.99 and $34.99. We'd be happy to refund any credit purchases you have on another account as well. If you have any further issues with your account, please do not hesitate to contact us by phone, at XXX-XXX-XXXX . We'd be more than happy to assist you. Best regards, *****

4/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: they promise leads and then no answer on jobs. spent over 70.00 on bids to "customers" and got no answers They sent me a email on boosting my business for free and said if I signed up for their list of leads They would help me boost my business. So I signed up and then starting getting leads. then I found out they were charging me to bid on the leads they sent. I placed about 7 bids and know that I should have won at least 2 but got no answer in return. I had one lead sent to me that was fairly close so I looked up the customer on spokeo.com and found only one person with that name in the area it showed and facebooked her to see if this company was legit and still no answer. I don't know whats going on except that I'm out around 70 dollars and no business. not sure why or how this company could be "accredited" with the BBB but it shouldn't be. It's a scam that is ruining small business owners that are trying to grow their business.

Desired Settlement: I want a full refund for the transactions I paid. it was my uncles credit card that we used to pay for the leads. I could have ordered other advertising items ( such as shirts, hats, or cards) to have a better word of mouth business.

Business Response: Initial Business Response /* (1000, 5, 2014/03/23) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ******, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I have processed your refund request, which brings your total refund to $52.98. This accounts for all of your Thumbtack credit purchases and the funds will be posted to your bank account within a few days. Thumbtack is currently focusing to create new features that will improve customer communication. We understand how concerning it must be to not hear anything back from your customer leads, however please understand that these customers may have hired another pro or are simply not interested in any of the quotes that were submitted. We are currently creating new processes that will provide our service pros with this feedback; we hope that this will educate our contractors to submit higher quality bids as well as understand why they didn't land the job. We will inform our service pros when these changes have been made and updated. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. If you'd like to continue using Thumbtack for your business, please let me know and I'd be more than happy to credit your account with complimentary Thumbtack credits. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS

4/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Questions to clients deleted without merit. It is my conclusion that ThumbTack's "ask a question policy" is a sham. Most of my questions to potential clients have been deleted without violating their guidelines. I've requested an explanation several times, but only received some canned responses saying that the client decided not to answer the question in the initial inquiry. Industry professionals cannot submit an accurate quote without ascertaining their specific needs. ThumbTack's usual response if to submit a "need more information" quote if I would like to ask any additional questions. It's basically their way of saying that as ling as you pay us, you can do what you like. That doesn't sound so vendor friendly to me. I've talked to one of their representatives recently, but was still stonewalled as their reasoning for deleting questions. They brought up things like not wanting to pressure the clients, acknowledgement of their inconsistency, but no concrete plan to fix it, and basically saying that things were the way they are and there was nothing they could do about it. I don't think they should even offer the ask a question option if that's the case, because the client obviously didn't want to answer that question to begin with. Can you follow me here? We as industry professionals want to help the client, but need information to provide the best care. ThumbTack is not a scam, but their methodology can be construed as such. It may also be construed as a false marketing campaign when they obviously are not Pro Friendly, as they proudly profess.

Desired Settlement: Either take away the question feature altogether, so everyone has a level playing field, or require clients to answer questions like how many hour would you like the rental for on the initial request. God forbid we professionals infringe on the clients' civil liberties by asking such a grotesque question like that. How about they allow all questions through (minus obviously antagonistic or vulgar) and let the client decide if he/she wants to respond to them. The clients should be empowered with information as well, so they can make an informed decision.

Business Response: Initial Business Response /* (1000, 5, 2014/03/23) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using our suggested questions forum and hope that I am able to address all of your questions and concerns. I'd like to clarify and remind you that the suggested questions forum is completely free to all service professionals on Thumbtack. The forum is an even playing field since the questions are now anonymous and all pros can view the answers to each question that has been asked. We decided to create this forum after receiving feedback regarding missing information in the request forms. I understand your frustration with the overall process and how aggravating it must be to have a question deleted when you simply would like more information before submitting a quote. The guidelines for suggested questions have not changed since their inception. That being said, they have been applied inconsistently by our customer service agents who monitor the questions. We are currently evaluating these inconsistencies and are working hard to create a question review process that is fair, accurate, and consistent for our service professionals. I realize this is not what you want to hear, however, we are working hard to improve this service. Please note that many of our service pros rely on this tool and use it regularly to submit stronger quotes. I am sorry you feel that Thumbtack only cares about consumers and not our service professionals. This, however, could not be further from the truth. Our mission to be THE online marketplace for services, and this can only happen if we create a great experience for both our consumers and service professionals. Our suggested questions guidelines are in place to create a balance between the needs of our service professionals while protecting the consumer experience and Thumbtack's stake in the process. We do not want to bombard the consumer with questions, so we only allow questions that will clearly improve the quality of the quote for that consumer. We strive for fairness between all of our service professionals by making these questions and answers public, while ensuring that service professionals are not circumventing Thumbtack's pay for leads system. We currently do not process any questions that were already asked in the request form because the customer was already asked that particular question. We are evaluating this particular feature and may choose to open up questions that the customer did not answer in the original request form. Unfortunately, we are not able to accept all questions in the interest of maintaining a fair marketplace for all Thumbtack Service Pros and a positive experience for your potential clients. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. As a token of our appreciation, I have added a few complimentary credits to your account. Please let me know if you have any other questions or concerns. Sincerely, *****

4/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Thumbtack credits were not refunded after illegitimate work requests were sent to me. Work requests were unresponsive and simply wasted "credits". Over 2 dozen quotes have been unresponsive and company, aforementioned "Thumbtack, INC" has failed to refund credits.

Desired Settlement: 2 dozen minimum work request without response. 48 credits minimum should be refunded.

Business Response: Initial Business Response /* (1000, 5, 2014/03/23) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear *********, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I have refunded all of your credit purchases, which brings your total refund to $122.96. These funds should post to your bank account within a few business days. I'd like to clarify that Thumbtack refunds credits only when the customer does not view your quote within 48 hours. If the customer views your request after 48 hours and decides to hire you, the credits are still returned to you after 48 hours. Please remember that it is entirely youR decision as to whether or not you would like to submit a quote; Thumbtack utilizes a pay per lead model and therefore does not require or force our service professionals to submit a quote - it is 100% your decision. If you feel that you need more information before quoting, I highly suggest that you ask a question in our 'Suggested Questions' forum. For more information about suggested questions, please visit the following link: http://www.thumbtack.com/pros/how-to-suggest-a-question I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS

4/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Complete scam. They send out fake leads and have you purchase points to bid on the leads. Leads are sent via email and you choose which leads to bid on. Leads are constantly being sent all day. I have made bids and have received an indication I have been hired by the client. I then, through thumbtack.com, send messages to the client. Not one time has the client ever made contact with me. I have checked online and there are numerous complaints about this company. I am not interested in getting a refund from this company. I think they need to be investigated by the California Attorney General's Office and shut down. I'm tired of the companies popping up with no legitimacy. With this company being right in *** ********* I thought the BBB should be aware of this. Don't let them off the hook by saying they will refund my money. Make them answer some touch questions and refer this complaint to the AG's Office.

Desired Settlement: Thumbtack.com is a total scam. They put leads online and you select the ones you want to bid on. I have bid on several and have been hired by a few. To place a bid you must purchase points and depending on the amount of money the lead is willing to pay is the number of points you must use to make a bid. After I have been hired I immediately try and contact the client through thumbtack.com. Every time I've tried this I have received no response. Nothing. No email no phone call absolutely nothing. I've checked online and found there are numerous complaints indicating this company is a scam and other people are having the same problem. I am not asking for a refund I am asking for this company to be investigated. They should be investigated by the California Attorney General's Office.

Business Response: Initial Business Response /* (1000, 5, 2014/03/16) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi *****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I have added a few complimentary Thumbtack credits to your account to use when quoting on job requests. I'd like to first mention that Thumbtack has followed all BBB instructions and have posted an official response to common complaints against our company. This response can be viewed on our BBB homepage below: http://www.bbb.org/greater-san-francisco/business-reviews/internet-services/thumbtack-in-san-francisco-ca-XXXXXX I looked into your Thumbtack account was able to find your bidding history. I understand your frustration in not hearing back from these customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as well. Furthermore, I noticed that you do not have any reviews on your profile. Service professionals with at least 1 review are 400% more likely to hear back and get hired on Thumbtack. We've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll be able to easily leave you a review on your Thumbtack profile. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you would like to reactivate your account; I am more than happy to add complimentary credits to use when quoting. I am also happy to answer any additional questions or concerns. Thanks, ****** CRS Initial Consumer Rebuttal /* (3000, 7, 2014/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from this company. I firmly belief this company conducts fraudulent acts by placing random photography clients. I believe there is a computer bank of people who are employed by Thumbtack.com to do nothing but put false leads into their system. This is just a baiting system to have photographers bid on these fraudulent leads. After I purchased the points to bid on the leads I bid on several leads provided by Thumbtack.com. I was hired several times by Thumbtack.com clients. After I was hired I would provide my email and phone number for the client to contact me. I was supposed to not have to do this because Thumbtack.com was supposed to provide this information to the client for me once I was hired. No Thumbtack.com client ever made even one attempt to contact me. Nothing! I find it hard to believe clients would go through the trouble of posting ads, reviewing bids, and indicating they had hired someone and then never make an effort to contact them. Having worked fraud investigations in the past I find it very likely that Thumbtack.com is hiring people to sit at computers and generate these false leads and scamming thousands of people. If the BBB is not going to take any action my next step will be to present this to the California Attorney General's Office for a more complete fraud investigation. Final Business Response /* (4000, 9, 2014/03/27) */ Hi *****, Thank you for your response and I apologize if my previous response was not sufficient in addressing all of your concerns. I'd like to reiterate that Thumbtack does NOT create fake ads and that all of our job requests are posted by real customers. We simply would not be in business if this was the case. I understand your frustration in not hearing back from your customers, however it is completely their choice as to whether or not they would like to respond to your quote. We understand that this is not an ideal or winning experience for our pros; we are therefore developing new features that will make the experience more worthwhile. An example of this is to notify you when another pro has been selected for that specific quote as well as why you weren't selected (i.e. other pro had a cheaper price, more reviews, etc.). You mentioned that you were selected as 'Hired" by a Thumbtack customer, however it appears that you, the service professional, actually selected yourself as being hired. You'll notice a green bar that says "You indicated that you've been hired by the customer" when viewing your quotes with a hired status to ***** (Wedding Photography and ******* (Event Photography). Please use caution when selecting the hired button as a service professional because the customer will be asked to confirm this hire status. Unfortunately, it is completely up to the customer as to whether or not they actual contact you, since they are in control of which Thumbtack service professional, if any, they want to hire for the job. I'd like to clarify that we immediately provide the customer with your contact information once a quote is submitted. Thumbtack provides your contact information to the customer when you submit a quote, each and every time. This includes your email and phone number, if provided. Your quote includes this information from the outset, regardless if you were hired or not. As I mentioned in my previous response, you do not have any reviews on your profile - I strongly urge you to gather reviews from your past clients (using the URL Review Link) in order to build a solid profile on Thumbtack. We've noticed this increases your chances of being hired on Thumbtack by nearly 400%! Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you would like to reactivate your account; I am more than happy to add complimentary credits to use when quoting. I am also happy to answer any additional questions or concerns. I hope this information is helpful. We are here to help and please feel free to contact me directly if you have any additional questions or concerns. Thanks, ****** CRS

4/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Required to "pay" just to ask a question before we can submit a quote. Having used this service approximately 3 years it has never corrected problems they say they will. As a service company I recive requests for cleaning quotes and NEARLY ALL of them need additional information to give an accurate quote. Thumbtack charges customers (vendors) to ask a question. I have complained for TWO YEARS and keep getting the same response (they are working on the problem). No results. They are charging vendors to ask the same questions before we can get information from prospective customers (IF these are real customers).

Desired Settlement: Thumbtack NEEDS TO ACTUALLY LISTEN AND RESPOND to our suggestions on how to remedy this problem once and for all. If they correct the questions on the prospects questionaire to include the necessary information it would immidately resolve this issue PERIOD! I have been told over and over this is being done yet I find out that techs are in another country and there is now a language barrier. Thumbtack needs to fix the problem or CEASE taking money from hard working vendors who are fed up with this problem. I have tried to speak with the department who actually handles this form and was told multiple times it is not possible.

Business Response: Initial Business Response /* (1000, 5, 2014/03/05) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi *****, I am writing to you in response to your complaint to the BBB against Thumbtack. I am sorry for the poor experience you had using Thumbtack and hope that I am able to help answer your questions and concerns. Please note that your complaints and feedback have been heard and our request form team will implement a few of your suggestions within the next week. I would like to first apologize for failing to provide you with a great customer service experience. Our email and phone teams were not properly equipped to handle the spike in ticket volume that stemmed from our company's significant growth in the past few months. We are actively hiring and building out our customer support team in order to prevent this from happening in the future. Our goal is to provide a fantastic customer service experience each and every time you contact Thumbtack. As you may know, we allow our service professionals to ask their customers a free 'Suggested Question' before paying to submit a quote. Although we ask clients about their needs in the job request flow, we may have missed asking an important question, especially if their request is unique. If a client's request is missing details you need to know if you are a good fit for the job, suggest a question to ask the client. I noticed that you emailed our customer support team about a particular deleted question in which you were asking how many rooms needed to be cleaned; this question was deleted because another service professional had already asked that same question, however it was still in a 'pending approval' status and therefore not posted at the time. I completely understand that this is a frustrating experience since you aren't able to view pending questions, however we will not ask a customer the same question twice. I am sorry that your feedback has not been implemented in the last few years. We truly appreciate your suggestions and please rest assured that it has been passed on to our request form team. I have personally forwarded your recent suggestions regarding the number of rooms to our request form manager who is actively updating these forms on a daily basis. Please note that she has agreed to update the carpet cleaning form within the next week. Our team agrees that this information is an integral factor in determining the an accurate quote to provide the customer. I'd like to clarify that our customer support and 'Suggested Questions' agents are located in the Philippines, however our request form team is located in our San Francisco office. There is absolutely no english language barrier and are working feverishly to update our job request forms. Please also note that they are also researching our 'Suggested Questions' history in order to understand what questions are necessary across all Thumbtack service categories. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. As a token of appreciation, I've gone ahead and credited your account with a few complimentary Thumbtack credits. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS Initial Consumer Rebuttal /* (3000, 7, 2014/03/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have read the response and I do not "totally" disregard the entire response, they seem to have address "some" of the issues. This company stated that vendors are able to ask/suggest questions to prospective customers without being charged. This is not entirely true. ONLY when a vendor asks a question viz computer is this an option where the vendor is not charged. When a vendor is in the field and must use smart phones or tablets (as nearly all vendors in today's world are), we ARE required to pay to simply ask for additional information. This company has gotten multiple questions to prospects from me which were totally disregarded (and not previously aasked). I forwarded these instances to the the company in a response to their email. While I do believe this company has a service model that "could" benefit greatly customers and vendors, they are NOT acting on complaints or issues brought to their attention. They state they are a small company so it should not take 2 years to make corrections as has been my experieince with them. I would ask they make ALL necessary corrections before they offer a partially correct response (i.e. make sure that we are NOT charged on any form of media for asking questions, etc.). Final Business Response /* (4000, 9, 2014/03/23) */ Hi *****, Thank you for your response. I am sorry that my response did not address all of your concerns - I have personally responded to your emails and was able to implement your specific feedback into our request forms. I am personally forwarding your emails to our request form manager who has agreed to expedite these particular issues. As always, please let me know if you have any other questions or concerns. I'd like to clarify that our suggested questions forum is available on mobile. I sent you an email and would love to help you find this feature on your mobile device. The pricing and feature availability are identical on mobile and computer. Please note that we are about to release an iPhone application for our service professionals in a few months! We take complaints very seriously at Thumbtack. We are currently experiencing a tremendous amount of growth and have built our customer service and operation teams accordingly. We've grown from 15 to 60 employees in the past few months; we acknowledge that we haven't acted on this feedback in an efficient manner and now have enough staff to process and implement feedback from service professionals like yourself. Just to let you know, we receive feedback and complaints across all of our service categories and have updated nearly 75 request forms in the past two weeks. We are working hard and encourage you to keep sending any feedback. Best regards, *****

4/2/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Thumbtack has not delivered the services that it has promised. It seems the company generates false job leads and I question the company's validity. I have been using Thumbtack over the past few months and I have to say with all the money I have spent I have gotten absolutely nothing from it. Thumbtack is supposed to serve as a middleman between consumers and small businesses/entrepreneurs and contractors. It seems the company provides false leads to its vendors as I have made multiple requests and have yet to land a SINGLE job. Thumbtack seems to be a classic bait and switch scam. It would make more sense to me to pay for a lead credit only if you land the job. As it stands when you submit a quote, you do not even get the person's full name or phone number. I am about to yank my profile.

Desired Settlement: I would like half of my credit purchases refunded.

Business Response: Initial Business Response /* (1000, 5, 2014/03/16) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi ******, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your concerns. I went ahead and refunded all of your credit purchases, which brings your total refund to $9.99. Please note that it may take a few business days for this refund to post to your bank account. I looked into your Thumbtack account was able to find your bidding history. I understand your frustration in not hearing back from these customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as well. Furthermore, I noticed that you do not have any reviews on your profile. Service professionals with at least 1 review are 400% more likely to hear back and get hired on Thumbtack. We've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll be able to easily leave you a review on your Thumbtack profile. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS

4/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Thumbtack advertises that contractors get a lot of work. They provide customers, but no phone numbers to reach them. Most leads seem to be bogus. People put in a request for a job. They get 3 or more contractors who contact the customer vie email within Thumbtack. 99% of the customers do not provide a phone number nor any other way of contacting them except via Thumbtack. I was with Thumbtack for a long time. I gave them a fair shot. Out of all the customers I responded to, many times being the first contractor to respond, and despite having a 5 star rating, I would say that less than 10% responded to my contact. Even after 3 or 4 times of contacting people, they still didn't respond. Out of the ones who did respond, I'd say maybe - MAYBE I got 1 or 2 jobs, small jobs. Not worth the money. Avoid them. A lot of contractors complain. Customers don't respond. People leave fraudulent feedback from outside of Thumbtack and from within Thumbtack - people who were never hired by a contractor that is. There's a lot of problems with them. You'd be a lot better off advertising locally or finding some other way. There's dozens of lead chaser companies that are better and more dependable with legitimate leads. With Thumbtack, you have no way of knowing if the leads are legitimate. Thumbtack could be posting jobs to get your money, which might explain why most prospects you reply to - even if you're the first contractor to reply and even if you have a 5 star rating, they don't ever reply. Another BIG PROBLEM is that you're at the mercy of the customer. There is NO WAY to contact the customer by phone 99% of the time because they don't provide their phone numbers. That's another reason to believe Thumbtack is providing leads that they post themselves. The bottom line: I think Thumbtack is shady, and I suspect them of being full of ****. They're not worthy of your money. That's my opinion from my own experiences with them for over a year. And a lot of money spent for little to nothing. Thumbtack will not listen to the people who are paying - the contractors. Contractors are getting bad reviews from people who never hired them and thumbtack refuses in a lot or in most cases to remove those reviews despite numerous complaints from contractors. The leads seem to be bogus. More than 90% of the leads do not respond to contact from the contractor. There is no way to contact the customer except via email within Thumbtack.

Desired Settlement: Not looking for financial settlement. Just want the world to know about Thumbtack and their shady practices. Many contractors agree - Thumbtack is shady and provide bogus leads.

Business Response: Initial Business Response /* (1000, 5, 2014/03/16) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi ***, I am writing in response to your BBB complaint against Thumbtack. I am so sorry for the poor experience you had using Thumbtack in the past few years. Although we are a small company and have implemented drastic changes in the past few years, we are always striving to improve our product and customer experience. I understand your frustration in not hearing back from a majority of your customer leads. We currently do not mandate that our customers display their personal contact information, such as a phone number or email, because of trust and safety concerns. Our customers enjoy using Thumbtack because it allows them to quickly find contractors and contact the service professionals that they actually interested in hiring. Thumbtack is currently focusing to create new features that will improve customer communication. We understand how concerning it must be to not hear anything back from your customer leads, however please understand that these customers may have hired another pro or are simply not interested in any of the quotes that were submitted. We are currently creating new processes that will provide our service pros with this feedback; we hope that this will educate our contractors to submit higher quality bids as well as understand why they didn't land the job. We will inform our service pros when these changes have been made and updated. Regarding customer reviews, I am sorry that non-Thumbtack customers are leaving reviews on your site. This is likely happening through the 'Review URL' that is available in your profile settings; please be careful when sending out this link and try not to post it in a public setting. We implemented this feature in order for new Thumbtack professionals to have a review presence on their account. Please note that Thumbtack will take down any review in which the customer was not hired or connected on Thumbtack - simply email our customer service team and we'd be happy to investigate further. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. I am more than happy to add a few complimentary Thumbtack credits to your account, should you choose to continue using our services. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS

4/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The continued use of fake leads to generate money for Thumbtack. I have purchased multiple leads that go absolutely no where. I have spent money on absolutely fake leads. I know this because I have used law enforcement agencies, Facebook, people searches etc. These people are not real and as my business is part time my prices are highly competitive in the area as I have been in the handyman/building industry for 15 years. There is absolutely no way I can send a quote and its read within minutes with absolutely no reply from customer. These deceptive practices are at the upmost fraudulent activity. Im sure im going to get the same copy paste reply others have had on here. At some point shouldn't you examine your business model when almost 100 smart hard working americans catch on and have to turn for help from the BBB?

Desired Settlement: I want a full refund of the money that has been fraudulently taken from me for fake leads. I sent a email a while back about a refund but of course no answer.

Business Response: Initial Business Response /* (1000, 5, 2014/03/16) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi ******, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I have processed your refund request of $21.66. This refund will post to your account within a few business days. Rest assured, I am responding to your BBB complaint based completely on your individual experience. Our company is rapidly growing and we take our customer feedback very seriously. Our product changes are a reflection of our customers feedback, and we will continue to use this feedback to improve Thumbtack in the future. We understand that our service isn't perfect at the moment, however we are always striving to improve. We are currently creating new processes to improve our customer communication and other processes that need polishing. I would like to apologize for failing to provide you with a great customer service experience. Our email and phone teams were not properly equipped to handle the spike in ticket volume that stemmed from our company's significant growth in the past few months. We are actively hiring and building out our customer support team in order to prevent this from happening in the future. Our goal is to provide a fantastic customer service experience each and every time you contact Thumbtack. I looked into your Thumbtack account was able to find your bidding history (four quotes sent to customers). I understand your frustration in not hearing back from these customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as well. Furthermore, I noticed that you do not have any reviews on your profile. Service professionals with at least 1 review are 400% more likely to hear back and get hired on Thumbtack. We've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll be able to easily leave you a review on your Thumbtack profile. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired Lastly, I'd like to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much for reaching out and providing us with your feedback. We look forward to improving our services and appreciate your input. Please do not hesitate to reach out if you have any additional questions or concerns. Best regards, *****, CRS

4/2/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Possible Fraudulent Leads I've experienced much of the same as the others that have made complaints here. I'm a Private Investigator. In my area the average hourly rate for services in my profession are $75.00 to $125.00. I've submitted quotes on this site for $45.00 an hour and have never received one response.I have a great reputation and over 28 years of investigative experience. It makes no sense that not one person would not have contacted me for at least a consultation with the rates I quoted.

Desired Settlement: I haven't paid them much as I picked up on it rather quickly that something doesn't add up. I was unable to contact them directly as their emails don't go through and there is no answer to the phone number provided. I would like a refund for whatever I have paid them however just for my inconvenience.

Business Response: Initial Business Response /* (1000, 5, 2014/03/16) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi ****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. I went ahead and refunded your credit purchases, which brings your total refund to $6.66. Please note this refund usually takes a few business days before posting to your bank account. I would like to first apologize for failing to provide you with a great customer service experience. Our email and phone teams were not properly equipped to handle the spike in ticket volume that stemmed from our company's significant growth in the past few months. We are actively hiring and building out our customer support team in order to prevent this from happening in the future. Our goal is to provide a fantastic customer service experience each and every time you contact Thumbtack. I looked into your Thumbtack account was able to find your bidding history (2 quotes). I understand your frustration in not hearing back from these customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as well. Furthermore, I noticed that you do not have any reviews on your profile. Service professionals with at least 1 review are 400% more likely to hear back and get hired on Thumbtack. We've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll be able to easily leave you a review on your Thumbtack profile. I believe that your low prices combined with great reviews will result in a positive Thumbtack experience between you and your future clients. If you're interested in continuing to use our services, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, *****, CRS

4/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Seems to be a lot of false leads. I have no way to prove it, but I am suspicious because of the time of day when people are requesting quotes. I am worried that this review may help Thumbtack to refine their strategy for submitting false leads, but I guess it is up to the consumer to do their own research before purchasing products. I have generated work and true leads from Thumbtack, but I do get a lot of request for quotes that come in around 3am. I work on homes for a living and I could see maybe getting one request for a bid at 3am once a year, but not twice in two days. I have submitted 8 quotes and only communicated with 3 people after the quotes. In my trade there is no way to accurately bid these projects without seeing the job-site first. The three people I did communicate with were quick to get back to me to arrange a time when I could come over and give them an accurate proposal.

Desired Settlement: I would like to see thumbtack provide a disclosure of their employee payouts to see how many people are actually getting checks from them on a regular basis, their general location, and what those people are doing to earn that money. Or something to that effect to prove that they are not soliciting people on the other end to submit false leads.

Business Response: Initial Business Response /* (1000, 5, 2014/03/31) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ******, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. First, I'd like to clarify that you are receiving job requests that are syndicated by our Thumbtack system and staff. We process our job requests in order to verify the identity of the customer and to properly invite the correct service professionals. Please note that your requests weren't actually submitted at 3:00am - the syndication and approval process was completed by a team of agents in the Philippines that work during off-hours due to the time change. I looked into your Thumbtack account and noticed that you submitted a total of 8 bids. I understand your frustration in not hearing back from 5 of these customers, however please note that even our most successful service professionals do not hear back from their customer leads as well. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Lastly, I'd like to address your suggestion regarding general success metrics. We are working hard to create dashboards that help pros track their success and spend on Thumbtack. We currently do not have an accurate count of revenue made by our service professionals because customers aren't able to pay the pro via Thumbtack. The job and payment is completely handled offline. Furthermore, our hire rate is completely dependent on the service pro and / or customer updating the job status on Thumbtack, which is often left untouched. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS Initial Consumer Rebuttal /* (2000, 7, 2014/04/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/31/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This business keeps sending me leads for work via e mails,but no information is provided to give an accurate quote to the customer that submitted the request for a quote.I have spent a lot of time and money trying to provide numerous customers with quotes even though I don't have enough information about the work to be done.I have never received any jobs from the leads or the quote I submitted these potential customers.I have stopped submitting quote to these individuals and am still being e mailed leads.I suspect this may be some kind of money making scam because you aren't furnished with any information about the nature of the work involved.Plus not any information about the customer such as a phone number or address.I have used and still use Service Magic which is now Home Advisor and am very happy with their service.I feel I should be entitled to a full refund for all the money I spent with Thumbtack since I never received any jobd from all the leads I responded to

Desired Settlement: DesiredSettlementID: Refund Full refund for money and time spent trying to get jobs through their dead end leads.

Business Response: Initial Business Response /* (1000, 5, 2014/03/27) */ Contact Name and Title: *****, CRS Contact Email: ******@thumbtack.com HI ****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I've processed your refund request, which brings your total refund to $39.31. These funds will post to your bank account within a few business days. Many of our customers use Thumbtack because they are able to privately receive quotes for their job requests, without the hassle of being called by five service professionals that are interested. It's up to you, the service professional, to provide a high quality quote that is attractive to the customer, that entices them to contact you via phone, email, or through the Thumbtack messaging system. We cannot force the customer to contact you after receiving a bid, however are working hard to provide you with more tools and resources as to why you may not have won a particular job request. Furthermore, we are implementing new strategies to encourage customer responsiveness as well. I understand your frustration in not receiving enough information in the job request form submitted by our customers. We've heard this complaint loud and clear - Thumbtack now offers a FREE 'Suggested Questions' forum for our service pros to ask the customer more information about the request. For more information about 'Suggested Questions', please visit the following link: http://www.thumbtack.com/pros/how-to-suggest-a-question I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. We are continuing to email you customer leads because your account is still active. If you'd like to stop receiving customer leads altogether, please deactivate your account. The 'Delete Account' button is available at the bottom of the 'Settings' page on your Thumbtack account. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, *****, CRS Initial Consumer Rebuttal /* (2000, 7, 2014/03/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Thumbtack engages is questionable business practice as I can see in the Better Business Bureau website and I recently had a bad experience. On 03/14/2014 I created my profile on Thumbtack to promote my professional design services. I spent hours creating my profile, downloading pictures and editing my biography, company statements among other tasks. Then, I started receiving several emails from supossed clients requesting different types of services related with my profession. In order to reply them I had to buy credits. On 03/16/2014 I bought 24 credits paying $34.99 through my PayPal account. After paying that amount, I was able to send my quote to the client who inmediately respond saying that there was an error on that and he never requested a service. That email was an error. I do not think can trust Thumbtack business practice.

Desired Settlement: I want my money back and to close my account. I am requesting Thumbtack to delete all my photos, portfolio created, words written and all my personal information (name, last name, business name, phone number, email address).

Business Response: Initial Business Response /* (1000, 5, 2014/03/20) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi *****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. I looked into your account and noticed that one of our customer service agents already initiated your refund request. Please let us know if there are any issues with the funds posting to your PayPal account. As requested, I have gone ahead and deleted your account. I am sorry for the difficulties in responding to your customer leads on Thumbtack. I noticed that you submitted two quotes, and that one of the customers used an incorrect email address. This is a rare occurrence and that we are happy to refund the credits to your account. Please note that this is not a common complaint and that it is ultimately out of our control if a customer incorrectly enters their email address. We closely monitor these types of issues and will implement a product changes should that problem become more widespread. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS Initial Consumer Rebuttal /* (2000, 7, 2014/03/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hi Kevin, Thank you for your response on behalf of my complaint filed against Thumbtack. I do accept your response and understand about the rare occurrence that happened with one of the customers incorrect email account; however, I decided to close my Thumbtack account for personal reasons. This is also a confirmation that I received the refund of 100% of my money through Pay Pal and I am pleased that my account is closed. Thank you for your attention, *****

3/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I am extremely confident that they are either creating generic/ghost leads,Or having lead request generated via another resource. I had joined thumbtack .com quite a while back (about 3 years ago) the actual concept was totally differant at the time...They had you copy and paste a certain amount of info to your website...which in theory would draw more people to your website through thier website. Here is copy of exact letter I had recieved Thumbtack.com To ******* ****** Sep 26, 2011 Unsubscribe from Craigslist reminders Thumbtack.com Find and book trustworthy local services Hi *******, Post your ad to craigslist in ********, **. After we generate the template for your service post, just log-in to craigslist with your account and finish the posting process. It is that simple! -Thumbtack Support I had actually utilized it to assist with my reposing process on craigslist. I now believe that was how they origonally generated...lots and lots of real data concerning myself as service provider...and actual folks whom had visited my site. then all at once about a year and a half later the entire concept changed to the current version in which they basically infer that a potential customer is seeking quotes via thier website and for a small fee they will allow you to create/send that potential customer your quote to perform the required service. I have been in my field of service for well over 30 years, a fairly well know every aspect of my business from the inside out. thus when I have created a quote for these so called potential customers I know exactly where the market/pricing is for my service as well as w3hen the peak times of need monthly as well as well as annually now in the past few years my actual cost to send the quotes is not the real issue or barnburner, it has been the time I have put in to trying to create an idividual price/quote for each fake quote request that I have responded to. hundreds of hours of email reading...replying... reading fake information. I have attempted to contact thumbtack.com on multiple occasions to decypher information from them about what I could be doing wrong...IE:only getting about 3% of just responces from customers about my quote, and the percentage is even lower for actual revenue. then thumbtack creates a questions forum...so that real time service providers can ask the ghost service needers a question...But only under the guidelines set up by thumbtack.com. Guess what? any real question I would ask a real potential customer..Ironically doesnt fall under thumbtacks guidelines, so thumbtack edits /deletes all the questions.

Desired Settlement: I am seeking every penny of the actual money I had to pay for the quote request. I would like to be compensated for the hundreds of hours utilized to perform the task related to being a salesman to generate a quote for the non existant leads. I would like to have the bbb to inform whomever goes after /prosecutes/shuts down...the internet fraud criminals that exist and steal money from folks via deception

Business Response: Initial Business Response /* (1000, 5, 2014/03/07) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi *******, My name is ***** and I am writing in response to your BBB complaint against Thumbtack. I am so sorry for the poor experience you had using Thumbtack in the past few years. Although we are a small company and have implemented drastic changes in the past few years, we are always striving to improve our product and customer experience. I went ahead and processed a refund for a majority of the credit purchases on your account, which brings your total refund to $142.62; this refund will post to your bank account within a few business days. First, I'd like to apologize if you had a poor customer experience when contacting Thumbtack. You mentioned that you attempted to contact Thumbtack regarding the low customer response rate, and I am sorry if we did not provide a great customer experience. I'd like to clarify that Thumbtack's job requests are created by actual customers who visit our website and fill out a request form. Thumbtack does not import these job requests from any outside source, nor are the leads fake or nonexistent. Simply put, we would not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the marketplace for local services where we connect real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have found a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. I looked into your Thumbtack account was able to find through your bidding history. I understand your frustration in not hearing back from these customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as well. Furthermore, I noticed that you do not have any reviews on your profile. Service professionals with at least 1 review are 400% more likely to hear back and get hired on Thumbtack. We've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll be able to easily leave you a review on your Thumbtack profile. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more. If you'd like further assistance in submitting a quote or building your profile, I am more than happy to discuss further and offer additional suggestions. http://www.thumbtack.com/pros/how-thumbtack-works#get-hired I understand that you've had a frustrating experience with our 'Suggested Questions' forum and how aggravating it must be to have a question deleted when you simply would like more information before submitting a quote. The guidelines for these questions have not changed since their inception. That being said, they have been applied inconsistently by our customer service agents who monitor the questions. We are currently evaluating these inconsistencies and are working hard to create a question review process that is fair, accurate, and consistent for our service professionals. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, *****, CRS

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased credits for services I did not receive. I had purchased credits from Thumbtack in order to respond to quotes ( I am a Marriage and Family Therapist). I purchased $3.33 to use two credits on one quote. I then purchased $17.99 to use three credits on one person and two on another. I did not hear from them and so I got back the credits. However I started to get a bunch of quotes from many "people" even some of the quotes being repeaters. I find in amazingly coincidental that I started to get quotes after I purchased $17.99 with no replies from anyone. I asked to stop sending me quotes via text and I still get them. I believe there is fraud going on with automatic quotes being sent to me randomly. I asked to have my $17.99 back plus the five credits returned back to me as money. I have emailed Thumbtack four times and have not gotten a response. I find their customer service to be inadequate and their services potentially scandalous. I find it wrong to be taking advantage of someone who is just starting up their own business.

Desired Settlement: I want my $17.99 plus $8.35 for the five credits.

Business Response: Initial Business Response /* (1000, 5, 2014/03/05) */ Hi *****, I am writing to you in response to your BBB complaint against Thumbtack. I am so sorry for the poor experience you had using Thumbtack and hope that I am able to address all of your questions and concerns. Please note that I have gone ahead and processed your refund request, which will be posted to your account within a few business. To clarify, you made two credit purchases, $3.33 and $17.99, which brings your total refund to $21.32. I would like to apologize for failing to provide you with a great customer service experience. Our email and phone teams were not properly equipped to handle the spike in ticket volume that stemmed from our company's significant growth in the past few months. We are actively hiring and building out our customer support team in order to prevent this from happening in the future. Our goal is to provide a fantastic customer service experience each and every time you contact Thumbtack. I looked into your Thumbtack account and noticed that you submitted a total of 4 bids. I understand your frustration in not hearing back from these customers, however please note that even our most successful service professionals do not hear back from their customer leads as well. Furthermore, I saw that you do not have any reviews on your profile. Service professionals with at least 1 review are 400% more likely to hear back and get hired on Thumbtack. We've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll be able to easily leave you a review on your Thumbtack profile. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired I'd like to address your complaint regarding text message notifications. I looked into your account and noticed that your text message notifications were still turned on. Per your request, I've gone ahead and removed these notifications from your account. If you would like these notifications reactivated at any time, simply login to your Thumbtack profile, select 'Settings' and then 'Edit Notifications'. You'll be able to edit the available text and email notification settings in this window. Our customer lead invitations are not correlated to credit purchases in any way. Thumbtack sends you leads when your profile has been matched to a particular customer job request. With that being said, I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. As such, I've gone ahead and added a few complimentary credits to your Thumbtack account. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Thumbtack has solicited our services, charged us money, and has not delivered advertised value. Thumbtack charges business to respond to leads with quotes. Not one of the offered "leads" has any valuable or pertinent information. It leads companies, like mine, to want to communicate with the lead by offering our contact information in the "quote" that Thumbtack wants to charge us for. Contrary to their response to the numerous complaints listed by business to the BBB. Thumbtack is a scam. Since I can not paste the email generated from the latest lead, I will write out the entire message: "From: *******@email.thumbtack.com on behalf of ****************@email.thumbtack.com Sent: Tuesday, March 4, XXXX X:XXPM To: ***** H Subject: **** B. needs a Home Security Professional in **** ********* ** **** B. Home Security Professional Needed - Submit Quote What Project type: New installation Project location: Business Additional features: No additional features When: I'm flexible Where: **** ********* ** XXXXX Service professional must travel to my address Submit a quote to ****" If there was more, I would have listed it. All of the leads look similar. Does this not look like an enticement for our company to spend a "credit" to contact this "LEAD"? we have taken the bait a couple of times by responding with a quote of our contact info with no results. We have never seen a viable description of a job or a valid address. Common, this company is bad news.

Desired Settlement: re imbursement for "credits"

Business Response: Initial Business Response /* (1000, 5, 2014/03/05) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi ******, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to help answer your questions and concerns. I am so sorry if it appears that we haven't delivered on our advertised value. Please note that I've processed your credit purchases, which brings your total refund to $6.66. These funds will post to your bank account within a few business days. We ask our customers a variety of questions and are only able to display the job details that they are willing to provide. It is completely up to the customer as to how much information they would like to fill out when navigating through the job request flow on our homepage. We understand that some job requests may lack the necessary information in order to provide an accurate quote and therefore do not force our pros to quote on every customer lead. It is entirely your choice as to whether or not you would like to spend your credits on a particular customer lead. With that being said, we encourage our service professionals to utilize our 'Suggested Questions' forum in order to suggest a question to ask the client. If your question meets our guidelines, we will contact the client with your question and share their response with you and other interested service pros. For more information about 'Suggested Questions', please visit the following link: http://www.thumbtack.com/pros/how-to-suggest-a-question In regards to the customer lead example you provided in your BBB complaint, the leads we send you are generated by customers who fill out request forms with drop-down answer options. Therefore, the requests will look similar and have the same "uniquely worded responses." We realize this can look a fishy, so we are starting to require customers to write a little something in a free-form text box on the request forms - just to show you that these responses are from real customers looking for really great service pros, like yourself. This feature change will be applied in the near future. Furthermore, due to privacy and security concerns, we do not provide our customers' contact information unless they willingly share this information when submitting the request. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, *****

3/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Consumer quote requests are fraudulently constructed by Thumbtack personnel. Quote clarification is repeatedly denied by Thumbtack C.S. It has become painfully obvious after spending over $100 on thumbtack quotes, that the request for quotes from "consumers" is fraudulent and actually being generated by Thumbtack staff themselves. I am an agency approved photographer - that means the leading fashion agencies utilize me to photograph their models for use in their portfolios/comp cards and other marketing collateral. These aren't schlock agencies, these are the major agencies like Elite Model Management, No Ties Model Management, etc that rep the fashion industry's top models. I have not received a single response from some 30-40 quote submissions through Thumbtack. Just nothing. It is not reasonable that I wouldn't if Thumbtack was legitimate. Also, if I try to clarify a request for quote through the thumbtack system - Thumbtack personnel delete my request. My most recent request for clarification was a RFQ that contradicted itself, requiring in one place a blue background and in another requiring a white. I asked for clarification (because I don't have a blue background) and was denied. Then a RFQ asked for a commercial photographer, but didn't mention what was being photographed. Was it people, was it products, was it clothing???? Who knows! Completely different photography. So I asked what was being photographed. My question was denied by Thumbtack and even after repeated requests to Thumbtack customer service they refuse to address why. It's obvious to me based on a combination of the above, that there are no real customers making these requests. It is Thumbtack personnel fraudulently making these RFQs. Thumbtack's business model is to (mixed with a few real requests) to fraudulently create lots of RFQ

Desired Settlement: I wrote a long explanation of the issue and your box above deleted most of it.

Business Response: Initial Business Response /* (1000, 5, 2014/03/05) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi ****, I am writing to you in response to your BBB complaint against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to help answer your questions and concerns. I do want to strongly convey that we are not in the business of scamming our service professionals. We do not create fake leads and only send real customer job requests. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. I looked into your Thumbtack account was able to find your bidding history. I understand your concern in not hearing back from these customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as well. Although we are working hard to improve customer communication through product updates and adding new features, it is ultimately up to the customer as to whether or not they would like to send a response. We acknowledge this issue and hope you'll stick with us as we work to improve customer non-responsiveness. Furthermore, I noticed that you do not have any reviews on your profile. Service professionals with at least 1 review are 400% more likely to hear back and get hired on Thumbtack. We've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll have the option to leave a review on your Thumbtack profile. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired I understand that you've had a frustrating experience with our 'Suggested Questions' forum and how aggravating it must be to have a question deleted when you simply would like more information before submitting a quote. The guidelines for suggested questions have not changed since their inception. That being said, they have been applied inconsistently by our customer service agents who monitor the questions. The guidelines are not pointed enough for our agents to be able to apply them uniformly. Therefore, we recently revamped our guidelines so that they can be implemented more reliably. We appreciate your patience as we are working hard to fine-tune this process. For more information about 'Suggested Questions', please visit the following link: http://www.thumbtack.com/pros/how-to-suggest-a-question Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. If you'd like to continue using our services, please let me know and I'd be happy to apply a few complimentary credits to your account. Please let me know if you have any other questions or concerns. Sincerely, *****

3/21/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Thumbtack has been fraudulent with me, and was a complete rip off, in every way possible. I signed up for Thumbtack as a wedding dj to help bring in some new business. Thumbtack uses a "leads" policy, where new, supposed "customers" vie for your business via the Thumbtack website. Each lead was a tad over $8 to purchase. Every single lead I purchased from Thumbtack was a complete zero, almost as if the lead had been fabricated from thin air. Not ONE of their prospective "customers" ever contacted me back about my services, even upon multiple follow ups by myself. When I contacted Thumbtack multiple times by email about my questions/worries/complaints, all I ever got was an "oh well, maybe better luck next time" response. I even tracked down one of Thumbtack's supposed owners via email, and asked him particulars about Thumbtack's lead program, and I got one response-a canned email. I even replied to that email, and got no further response, period. I finally emailed Thumbtack one final time, threatening to close my account if someone didn't give me some concrete answers as to why I didn't get ONE single lead out of dozens purchased. They didn't even bother to reply. They simply deleted my account for me. This company may be legitimate, but for me they were completely dishonest and fraudulent.

Desired Settlement: I would like a full refund of all monies spent with Thumbtack, including the "background check" that I paid for.

Business Response: Initial Business Response /* (1000, 5, 2014/03/05) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi ****, I am writing to you in response to your complaint to the BBB against Thumbtack. I am sorry for the poor experience you had using Thumbtack and hope that I am able to help answer your questions and concerns. I went ahead and evaluated your refund request; Thumbtack is able to offer you a maximum refund of $185.27. Please note this is a majority of your spend on our site. This refund has been processed and will post to your bank account within a few days. I would like to first apologize for failing to provide you with a great customer service experience. Our email and phone teams were not properly equipped to handle the spike in ticket volume that stemmed from our company's significant growth in the past few months. I am sincerely sorry for the rude responses that you received and will personally look into coaching these agents and the rest of our team. We are actively hiring and training our customer support team in order to prevent this from happening in the future. Our goal is to provide a fantastic customer service experience each and every time you contact Thumbtack. I looked into your Thumbtack account was able to find your bidding history. I understand your frustration in not hearing back from these customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as well. Furthermore, I noticed that you do not have any reviews on your profile. Service professionals with at least 1 review are 400% more likely to hear back and get hired on Thumbtack. We've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll have the option to leave a review on your Thumbtack profile. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I am more than willing to grant complimentary credits to your account should you like to give us another shot. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS

3/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Thumbtack provides fake non-existent leads. No paid lead has ever responded or answered any of my questions. There is no phone number listed Thumbtack provides fake non-existent leads. No paid lead has ever responded or answered any of my questions. I have responded to leads quickly. But no way to call the lead, only email. There is no phone number listed to talk with anyone at thumbtack. This is a SCAM operation with leads that are made up and do not exist. I have lost a lot of money with this company on paid leads that do not exist.

Desired Settlement: refund of all my paid leads.

Business Response: Initial Business Response /* (1000, 5, 2014/02/21) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Dear ******** **********, I am sorry to hear that you have not found success on Thumbtack. We encourage our customers to respond to each quote they get, even if he/she doesn't choose a service professional, but this doesn't always happen. Please note that I've processed your refund request which should show up on your credit card account within the next few days. I'd like to apologize for providing you with a poor customer service experience. We are currently building out our phone operations team and hope to have a fully operational call center in the next few months. Our company has experienced tremendous growth in the last few months and were not prepared to handle the increase in ticket volume that followed. We currently encourage our customers to email us regarding any questions, however I completely understand your desire to speak with us over the phone. For future reference, please note that our customer service phone number is XXX-XXX-XXXX. I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. I noticed that you have only placed five bids. It can take more than 10 quotes before you land a job, especially in a competitive category, but in almost all cases, the money you make for that job easily pays for your 10 quote investment. Purchasing leads on Thumbtack should be considered an advertising cost. Think about buying TV commercials or listing on a directory like Yelp. Many people see that advertisement, but only a couple will likely turn into customers. In terms of customer safety and privacy, we do not share any information that is not willingly provided by the customer. With that being said, we encourage you to communicate with the customer through our messaging platform and eventually take the conversation offline should you be a good match for the job. Lastly, if you decide to give us another shot, I recommend adding past client reviews to your account, using the review URL link founded in the 'Edit Profile' section of your profile. It's quick and easy, and we've found that having at least one review on your profile drastically improves your chances of winning the job. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Best regards, ****** Customer Relations Specialist

3/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have paid to be connected with customers, this has not happened. I don't believe this site is "for real". It is a very elaborate scam. I have paid for "credits" a number of times now. I am seeing posts EVERYWHERE related to Thumbtack, on job site boards, business blogs, everywhere. Their business model does not permit me to adequately explain my business type, and I've ended up spending real money to try and contact what appears to be fake customers. I've sent out about 30 quotes now, and I have gotten -zero- responses. Initially, I was discussing price, and thought that might be putting people off. So I stopped. Still nothing. This last time, I was "requesting more info", which previously did not incur any charges, this last request for more info from a potential client cost me 2 credits (which run around $1.50 each, depending on the quantity you purchase). I have spend about $40 on this site, all of which I want to have returned. This is a VERY poorly designed web-site, so bad that I don't know that it's actually "legitimate". I've paid for "connections". I've gotten none.

Desired Settlement: I would like all of my money refunded. I've derived nothing from my purchasing of "credits" on Thumbtack. Again, I don't know that they're for real. There seems to be a LOT of discussion that they are not... I would have to agree.

Business Response: Initial Business Response /* (1000, 5, 2014/02/21) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi *******, I am writing to you in response to your complaint to the BBB against Thumbtack. I apologize for the poor experience you had using Thumbtack. I went ahead and processed the refunds for all of your credit purchases; this refund will post to your credit card account within a few business days. I apologize that our service professional profiles do not adequately let you explain your business type; we truly appreciate your feedback and would love to hear any suggestions that would help improve our product. I'd like to clarify that we are connecting you to our customers when you pay for a quote, however we only provide you with the contact information that they are willing to share. This process is due to privacy and security reasons in order to protect our customers. When a customer is interested in your quote, we encourage both parties to take the conversation offline and speak with them over the phone or in-person. I am sorry to hear that none of your customers have been responsive to your quotes. I looked into your account and noticed that you have been asking the right questions and appreciate the effort in trying different quoting models. I've gone ahead and added a few complimentary Thumbtack credits to your account, and encourage you to try different methods in order to see what works best for you. In case you didn't know, we have an entire page dedicated to helping our service professionals win jobs, located here: http://www.thumbtack.com/pros/winning-quotes One thing that is important to remember is that we don't guarantee service pros that they'll win the job. We see our role as that of making the introduction to a potential customer and then we get out of the way so that the service pro, who is best equipped to actually sell the customer on their service anyway, can tackle the lead however they see fit. We actually have a hard time tracking precisely what happens after the introduction is made because the service pro and the customer usually move communication to their own email clients or connect via phone (which is fine by us!). I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, *****, CRS

3/11/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: This Thumbtack says they will give you quotes from prof. online but then they send me Zendesk an advertisement for 40,000 companies no quotes at all. I wanted to get a quote for mobile hairstylist I got back a reply that i would get a response in 24 hours like they advertise but then I get a e-mail that tells me to come in for a quote? I wrote ******************* who wrote me back with a download for 40,000 companies but no quotes like they advertise what does a coffee company have to do with hairstyling? and 39,999 other companies I did not care about...I never got a quote, if you look on their Facebook page they state you will get a quotes from prof. for the service that you need it is a lie that is false advertisement plain and simple and to make matters worse I was looking for help in the Handicap help on the internet these scammers prey on the eldely and the handicapped.

Desired Settlement: I just want them to quit advertizing they give quotes within 245 hours or at all for that matter because it is an outright lie and I find it deplorable that they prey on the handicapped such as myself and the elderly because that is not right, they get you to register then start spamming you with 40,000 companies that have nothing to do with the service that you seek and you never get a quote on the service you requested, it is obvious spamming.

Business Response: Initial Business Response /* (1000, 5, 2014/02/17) */ Hi ******, I am writing to you in response to your complaint to the BBB against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope I am able to clarify our business model. We are not in the business of scamming our users and try our best to provide a great experience for all of our customers. I understand your frustration in having your second, identical request deleted from our system. This request was taken down by our operations team because it was a duplicate request; Thumbtack does not allow duplicate requests from the same customer in a short amount of time since our service professionals pay a small fee for every submitted quote. I apologize that the service professional failed to provide you with an an exact quote in your original request, however please note that this is somewhat common in an industry that requires an on-site consultation in order to provide a quote. We acknowledge that we failed to provide you with multiple quotes from different service professionals in your area; we are working hard to recruit more professionals to Thumbtack in order to prevent this from happening in the future. With that being said, we do not promise or guarantee that our customers will receive quotes within 24 hours. We reach out to every qualified Thumbtack service professional in your area and ask them to submit a bid on your job, however they are under no obligation to do so. Most of our customers receive multiple quotes from various service professionals that are interested in performing the job, but we sometimes fall short and apologize for not delivering in your specific circumstance. Again, I am sorry for the poor experience you had with this particular request and acknowledge that did not meet our expectations. Lastly, I'd like to address your email conversation with our agent, *****************. ********* acknowledged your complaint and provided you with four additional service professionals that might be interested in sending you a quote. This is because our agents are trained to provide customers with a list of local service providers on Thumbtack when a user complains about not receiving enough quotes. Our intention was to provide a great customer service experience by providing you with a list of service professionals that may be interested in sending you a quote. We offer this job request flow as an alternative form of communication when our normal bidding flow does deliver as expected. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Best regards, *****, Customer Relations Specialist

3/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: As a service provider paying to submit quotes and not see any result a No response to 99% of the chances to bid that I have purchased from them I thought it would be ideal to grow my pro- photography biz After after trying a number of times to find legit customer to respond it seems to me that 99% do not respond at all No way to know if they ever hired anyone Is Thumbtack itself a real legit business. Are people requesting bids REAL?

Desired Settlement: REFUND ALL MY MONEY PLEASE OR FIX YOUR SYSTEM SO WE KNOW THAT SERVICE REQUESTED WAS REAL

Business Response: Initial Business Response /* (1000, 5, 2014/02/12) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi ******, My name is ***** and I am writing in response to your BBB complaint. I'm sorry to hear that your customer leads haven’t responded to your quote submissions. We work really hard to introduce you to interested clients, and encourage our customers to respond to each quote. I went ahead and refunded all of your credit purchases, which puts your total refund at $110.95. I am sorry to hear that your customer leads were mostly unresponsive; It’s completely the customer’s decision as to whether or not they would like to respond to each bid. With that being said, we encourage them to respond to every quote. We see our role as that of making the introduction to a potential customer and then we get out of the way so that the service pro, who is best equipped to actually sell the customer on their service anyway, can tackle the lead however they see fit. We actually have a hard time tracking precisely what happens after the introduction is made because the service pro and the customer usually move communication to their own email clients or connect via phone (which is fine by us!). I do want to strongly convey that we are not in the business of scamming our service professionals. Thumbtack’s customer leads are 100% real and are submitted by real people looking to hire a service professional. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. I took a look at your account and was very impressed with your pictures, reviews, and the overall professionalism of your profile. Although most of your customer leads were unresponsive, I did notice that you were hired by one of our Thumbtack customers last month. Moving forward, I am happy to provide you with some complimentary credits if you decide to continue using Thumbtack. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Best regards, ****** Customer Relations Specialist

3/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I requested a refund of my money to my credit card for a background check they asked me to do. I want my account closed. I'm dissatisfied with their business practices of making vendors pay to submit quotes to the supposed clients.

Desired Settlement: A credit of $7.00 to my credit card.

Business Response: Initial Business Response /* (1000, 5, 2014/02/12) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi ********, I am writing to you in response to your complaint to the BBB against Thumbtack. I apologize for the poor experience you had using Thumbtack. I went ahead and processed the refund for your background check purchase; this refund of $7.00 will post to your account within a few business days. I apologize for any miscommunication when you signed up as a service professional on Thumbtack. I noticed that you did not submit any bids as a service professional on Thumbtack and would like to clarify our business model. Thumbtack differs from some of our competitors in that our customers are able to submit job requests for free, however we charge our service professionals to quote on these leads. In order to submit a quote, a Thumbtack service professional must purchase ‘credits’, which are then spent when sending a quote to the customer. With that being said, we offer our service professionals the chance to communicate for free through our Public Questions forum. This tool is completely free and allows our pros to ask questions before submitting a paid quote. For more information on Public Questions, please visit the following link: http://www.thumbtack.com/public-questions/about. Thank you for signing up and providing such valuable feedback about your experience. If you decide to use our services, please note that I am more than willing to add a few complimentary Thumbtack credits to your account. I hope we were able to resolve your issues and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** Customer Relations Specialist

3/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Thumbtack is misleading. They have you pay to contact there leads and then these people never contact you back. This company leads you to believe that they are giving you real leads after you pay for the leads these so called people disappear. Even when the leads claim to hire you they don't contact you.

Desired Settlement: 50.00

Business Response: Initial Business Response /* (1000, 5, 2014/03/05) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi *********, I am writing to you in response to your complaint to the BBB against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope that I am able to help answer your questions and concerns. Please note that I have processed your refund request of $53.28 and the funds will post to your account within a few business days. I apologize that you found Thumbtack to be misleading. We strive to be as transparent as possible about our business model and appreciate your feedback as a new service professional utilizing our site. I'm so sorry to that your customer leads were nonresponsive - we are doing our best to encourage customer communication; we're working hard to implement new features and notification systems to address this concern. We are excited about to apply these updates in the future, however please understand that it's ultimately up to the customer whether or not they would like to communicate and / or hire our service professionals. I looked into your Thumbtack account was able to find your bidding history. I understand your frustration in not hearing back from these customers, however please note that even our most successful service professionals do not hear back from some of their customer leads as well. Furthermore, I noticed that you do not have any reviews on your profile. Service professionals with at least 1 review are 400% more likely to hear back and get hired on Thumbtack. We've made it easy for new Thumbtack pros to add reviews - simply send the 'Review URL' to your past clients and they'll have the option to leave a review on your Thumbtack profile. If you're interested in using Thumbtack in the future, I recommend visiting the link below, which contains a list of best known practices on how to submit a winning bid. These tips include how to build a winning profile, getting reviews, and much more: http://www.thumbtack.com/pros/how-thumbtack-works#get-hired I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely, ****** CRS Final Consumer Response /* (2000, 7, 2014/03/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dear ****** I'm not sure how one can get a review if you can't even get clients to answer you back. I was hired by one of your referrals and sent her several emails asking her to please email me or call me to discuss the event and no answer... this inspired me to see if other business professionals from your site have had the same experience. I went onto google and pulled up many reviews from people like myself who were very optimistic in the beginning about your service. There seamed to be a common thread among all of us... feeling really mislead after leads we're paid and then lack of follow up communication. I realize your company has no control over how a lead calls the business professional back. I understand this is a business and this is how you make your money. I really did not want to report this, but felt I had the same story as the others. If your company has true honest intentions and does not want more complaints, I would strongly suggest changing your format. I feel the potential client should also have to pay. This would be fair for both sides. You may even think about asking the professional like myself once a real client is booked to take any fees off the final bill. There really has to be a better way so it makes it fair to both sides and yet you make money too. This has been a learning process for me and I hope for you! Thank You, ********* *****

3/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Thumbtack engages in questionable business practice as evidenced by a multitude of complaints with BBB. No response in request for refund. On 2/23/14 I signed up for Thumbtack's services and purchased a "background check" which would be added to my online profile. Later that evening, I stumbled upon a multitude of complaints with the BBB and other online forums. Immediately I deleted my account. The receipt date for my background check purchase is Feb 23 at 2:21pm. I emailed Thumbtack support requesting a refund for services and destruction of my personal data in their systems. I have received no response 5 days later. I would like a refund of the $7 background check fee which was never used on my profile, as I do not want even $7 to support a business with shady practices. The legion of complaints with the BBB is evidence enough for me and I am not sure why this business has been allowed to stay in operation. I also would like assurance that my personal data is no longer stored or collected by the company.

Desired Settlement: Refund in the amount of $7 and assurance that personal data is no longer stored or collected by Thumbtack.

Business Response: Initial Business Response /* (1000, 5, 2014/03/05) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi ******, I am writing to you in response to your complaint to the BBB against Thumbtack. I apologize for the poor experience you had contacting our customer service team and hope that I am able to resolve all your issues and concerns. Regarding your background check purchase, we have processed the refund and the funds will post to your account within a few days. Your personal data is no longer being stored or collected by our company since you deleted your account. I would like to first apologize for failing to provide you with a great customer service experience. Our email and phone teams were not properly equipped to handle the spike in ticket volume that stemmed from our company's significant growth in the past few months. Again, I am sorry that our customer support team did not respond to your email in a timely manner. We are actively hiring and building out this team in order to prevent this from happening in the future. Our goal is to provide a fantastic customer service experience each and every time you contact Thumbtack. Lastly, I'd like to encourage you to try Thumbtack for yourself. We actively strive to provide a great experience for every service professional and customer, and hope that you will give us a shot even after reading those negative reviews. I'd like to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. If you'd like to try Thumbtack for yourself, I'd be more than happy to add complimentary credits to your account in order to bid on customer leads for free. Please let me know if you have any other questions or concerns. Sincerely, ***** Final Consumer Response /* (2000, 7, 2014/03/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company processed a refund and assured me that my information was no longer stored due to account deletion.

3/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company does not deliver any true buying customers. They need to change the way customers communicate to the leads provided. Such as a phone number. This company doesn't delivery on real business. They flood you with unreal leads with no results. Big waste of time and money.

Desired Settlement: $75

Business Response: Initial Business Response /* (1000, 5, 2014/02/21) */ Contact Name and Title: ****** CRS Contact Email: ******@thumbtack.com Hi ***, I am writing to you in response to your complaint to the BBB against Thumbtack. I apologize for the poor experience you had using Thumbtack and hope I am able to clarify our business model. We are not in the business of scamming our users and try our best to provide a great experience for all of our customers. Please note that I've processed your refund request and the funds will post to your credit card account within a few days. I appreciate your feedback regarding the quoting process on Thumbtack. We currently only provide our service pros with the contact information that the customer is comfortable with sharing; we have implemented this process due to privacy and security reasons. With that being said, some our customers do provide phone numbers in the request and prefer to be contacted by phone. Furthermore, we encourage our pros to utilize our public questions forum in order to acquire the necessary information that is required to submit a quote. Some of our most successful pros recommend this process in order to test the communication from each of their leads. If you'd like more information about how to make a winning quote, please visit the link below: http://www.thumbtack.com/pros/winning-quotes I do want to strongly convey that we are not in the business of scamming our service professionals. Not only is it fundamentally against what we stand for here at Thumbtack, it wouldn't make sense from a business perspective either. Our goal is to be the online marketplace for local services. We can only grow if we are connecting real, serious customers with real, quality service professionals. Spending time, effort, and funds on creating fake leads simply isn't a winning strategy. We spend a lot of time talking to service professionals who have seen a lot of success on Thumbtack - we're proud of them and you can see some of their stories here: http://www.thumbtack.com/pros/stories. We are a small company with a big mission. We are actively refining and improving our process of connecting service professionals and consumers, as it's important to us that we create as many great customer experiences as we can. I hope we were able to resolve your issues, and please do not hesitate to reach out directly if you have any other questions or concerns. Sincerely, ****** CRS Final Consumer Response /* (2000, 11, 2014/03/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Issue resolved. Thumbtack refunded balance. Final Business Response /* (4000, 9, 2014/02/27) */ Hi ***, I'm really sorry my previous response appeared to be canned. Nonetheless, I want to assure you that I responded to your BBB complaint based completely on your individual experience. You mentioned in your response that we did not offer you a rebate or refund - I'd like to clarify that Thumbtack has processed your refund for $75 on February 21, 2014. Please let me know if there are any issues regarding this refund and I'd be happy to look into this further. I truly appreciate your feedback regarding our business model. I am more than willing to speak with you on the phone if you'd like to further discuss your experience. Please feel free to give us a call at (XXX) XXX-XXXX. Sincerely, ****** CRS

2/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Misrepresentation of service; targeting/retaliation against individual vendors; failure to mention rule changes; inconsistent/violation of own rules Over the past few months, Thumbtack has consistently changes their alleged "guidelines" & makes this up as they go along. Meanwhile, their "guidelines" have not been updated for a few years. The language on their site clearly states, in pertinent part: "The ideal Public Questions are those that ask for specific details, such as the client's desired date or what size of crowd they are expecting. Once you see the client's answer, you send a quote tailored to their needs." But yet, Thumbtack knowingly prohibits vendors from asking for specific details in order to give a specific quote. Asking specific AND PERTINENT QUESTIONS also determines if this is a client we even want. Thumbtack knowingly makes unannounced "guideline" changes when they realize asking a PERTINENT specific question affects their bottom line -- meaning a vendor might not spend money. Especially if a potential client posts an extremely vague service request. Thumbtack decides what is against their "guidelines" whenever they feel like, and fail to disclose it -- although their OWN rules require they do. Thumbtack has become more & more less vendor-friendly -- those that PAY THEIR BILLS -- and they bend over backwards to accommodate those who do NOT pay to list their request. Their 'reason' is that a question is against their guidelines, although it's not listed as such not allowed -- or anything remotely close. For example, we can not ask a client about venue anymore. Although that guideline is not listed. Knowing a venue is PERTINENT in order to give a quote. Whatever excuse they have for this is simply ridiculous. Fact is, it's done just to get money from vendors, which leads to issues with potential clients on behalf of vendors. I have also documented numerous times that Thumbtack specifically has targeted me individually, and they continue to do so. They are extremely quick to either edit my question -- without my permission -- or just delete it entirely. Although I've witnessed other vendors ask the same questions, but they remain. Thumbtack will of course deny this or make up an excuse blaming on something technical, but I have the documentation. They are intentionally retaliating against me in this fashion because I've taken them to task about their constantly-changing 'guidelines' and overall questionable business practices. They've also failed to stop fake listings and remove them in a timely manner. They should put as much resources into combating fake listings as they do removing my questions -- or others. Of course, they'll have an excuse for this, too! Thumbtack also continues to allow people to list extremely vague service requests. Then, when we try to get more specific info, our questions are not allowed. This is an unfair business practice because the site wants us to spend money and then find out after-the-fact that the person is not a client we'd want. Thumbtack is ABSOLUTELY CLUELESS as to how this business works, and they see it nothing more than an easy cash-grab on behalf of vendors like me, while also driving down prices of professionals. I'm sure Thumbtack will just copy and paste the same diatribe they do every other time -- that they really do care about us blah blah blah, but any response they provide is nothing but garbage so they can save face with the BBB. Thumbtack has very questionable business practices, along with regularly violating their own rules, and they are knowingly misleading vendors by representing they can ask questions to get specific quotes, when essentially we can not. It is required of some services that specifics are needed in order to give an HONEST quote (and honest is something Thumbtack knows nothing about), and the site refuses to understand that. I am in the process of compiling my information to submit to the CA Attorney General to file a complaint with them. Thumbtack needs to be held responsible for their questionable and retaliatory business practices & I plan to do so.

Desired Settlement: That Thumbtack changes their business practices and allowing specific and relevant questions to be asked...especially of extremely vague service request. Example: If someone lists for a budget "I'M Not Sure Yet", then we should -- and need to be -- allowed to find out a ballpark figure. 9 time out of 10, they DO have a ballpark figure. They also need to require people placing a request for quotes to state their budget; they need to remove the "I'm Not Sure Yet" option. Thumbtack MUST become more vendor-friendly and LESS friendly to those who do NOT pay to use their site. Because of their intentional targeting of me and my service, I am demanding a refund no less than 90% of everything I've paid to Thumbtack. Although this will not cease my planned complaint to the CA AG's office. Thumbtack needs to also overhaul their business practices to become more "vendor-friendly" and also mandate that people seeking a service pro provide specific information (budget, music, etc.) for DJ services; and that the "I'm Not Sure Yet" option be removed from some categories. I will not let this settle until I am satisfied with the results.

Business Response: Initial Business Response /* (1000, 5, 2014/01/24) */ Hi ****, I am so sorry you have had such a frustrating experience with Thumbtack and our public questions feature. I understand how aggravating it must be to feel that you cannot get the adequate information from our consumers to create an accurate and complete quote. Therefore, I have gone ahead and refunded you all of the refunds you requested through PayPal, which totaled $39.64. I do, however, want to emphasize that Thumbtack has never targeted you, nor any other service professional, for giving us valuable feedback on our site and it’s features. We can only improve when service professionals and consumers let us know when they are having a bad experience with our site, and therefore, we encourage our users to give us honest feedback. The guidelines for public questions have not changed since their inception. That being said, they have been applied inconsistently by our customer service agents who monitor the questions. The guidelines are not pointed enough for our agents to be able to apply them uniformly. Therefore, we are in the process of revamping our guidelines so that they will be implemented more reliably. When the guidelines are officially changed, we will notify all service professionals. In regards to questions about venues, we have decided not to allow them and instead are working to incorporate them in the request form. This should be implemented in the near future. Nonetheless, we anticipate there will still be consumers who choose to leave the venue blank, as we have discovered that many consumers are interested in suggestions from our service pros on where to hold the event. I am sorry you feel that Thumbtack only cares about consumers and not our service professionals. This, however, could not be further from the truth. Our mission to be THE online marketplace for services, and this can only happen if we create a great experience for both our consumers and service professionals. Our public question guidelines are in place to create a balance between the needs of our service professionals while protecting the consumer experience and Thumbtack’s stake in the process. We do not want to bombard the consumer with questions, so we only allow questions that will clearly improve the quality of the quote for that consumer. We strive for fairness between all of our service professionals by making these questions and answers public, while ensuring that service professionals are not circumventing Thumbtack’s pay for leads system. Thank you so much, again, for your feedback. We are working hard to create a great experience for both our service professionals and consumers, however, sometimes we do not get it right. Please let me know if you have any other questions or concerns. Sincerely,********** Final Consumer Response /* (3000, 7, 2014/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have simply provided the typical 'copy & paste' response to simply satisfy the BBB, without having cited valid reasons. They claim their guidelines haven't changed, but yet acknowledge they're inconsistent. Yet, the day after I get this response, they made ANOTHER UNANNOUNCED changed to their guidelines. Just this morning as of this writing, they made EVEN MORE UNANNOUNCED changes to their so-called 'guidelines.' The fact is, their guidelines HAVE changed. When they inconsistently decide to "delete" or "edit" a question, they clearly state that the question "did not meet our guidelines", which a link to their guidelines. And their 'guidelines' mention NOTHING about what they claim is a violation. So, their claim that their guidelines have not changed is blatantly false and misrepresenting. Since my complaint, they have made TWO UNANNOUNCED changes to their "guidelines." They have just refused to update them AND announce them to vendors as their own rules state they would do. Their behaviors, responses, reactions, etc. clearly GO AGAINST what they state on their own website. They stated they no longer allow people to ask about venue (for example). But yet, they provided absolutely ZERO explanation as to why this is against guidelines, when this is a very valid and relevant question to many vendors of several service providers. They selective choose to "ban" certain questions because they simply want vendors to SPEND MONEY and give a quote. Then, find out AFTER THE FACT that a quote isn't correct or that a client isn't a good fit when we could've found this out BEFOREHAND. All of these 'bans' is simply greed on Thumbtack's part & in contradiction to their own posted policies. They also claim they have not targeted me (or anyone) personally. Of course they're going to claim they aren't doing that. But, I have seen first-hand my responses being targeted within SECONDS after posting, when others have not. Questions they claim are against "guidelines" are quickly deleted when I post them. But, when others have blatantly asked questions allegedly against guidelines, they've remained up. So, their claim they don't target specific people is not true. These people who are searching for "service pros" FOR FREE are NOT client's of Thumbtack. They are simply users. Thumbtack's clients are VENDORS -- the ones who actually pay. WE are the reason this site exists. NOT the people who pay nothing to inquire for "service pros" (and I put that in quotes because there are many DJ's, for example, who are far from professional). Their claim they DO care about service pros more than consumers is nothing short of laughable -- and blatantly false. Just earlier, I posted TWO ADDITIONAL examples of how they made ADDITIONAL unannounced changes that are beneficial to the consumer -- who does NOT pay to use the site -- and more UNFAVORABLE to the service professionals. It states on their website, in pertinent part: "The ideal Public Questions are those that ask for specific details...Once you see the client's answer, you send a quote tailored to their needs." They claim they don't want consumers "bombarded" with questions, well, that's too bad. Especi