Complaints

This profile includes complaints for Thumbtack, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thumbtack, Inc.

  1355 Market St Ste 600 San Francisco, CA 94103-1337

• 

  Thumbtack, Inc.

  12936 S Frontrunner Blvd Ste 500 Draper, UT 84020-5485

• 

  Thumbtack, Inc.

  12936 S Frontrunner Blvd Draper, UT 84020-5480

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Thumbtack Pro and was charged for two customer leads (****** ***** and **** ******) that I never accepted, responded to, or engaged with.Thumbtacks marketing and policies imply that charges occur when a professional has a genuine chance to connect with a customer. In my case:I declined both leads immediately upon review.I did not reply to either *********** conversation or exchange of information occurred.Despite this, Thumbtack charged me for both leads, stating that simply receiving the message constitutes a chance to connect. This definition is misleading, as no actual connection took place, and no value was delivered.I raised this concern through Thumbtacks support channels, but my case was closed without resolution. My concern is not simply about a refund it is about the fairness and accuracy of Thumbtacks billing practices.Desired Resolution:Full refund for the two disputed leads.Written confirmation that Thumbtack will review its billing practices to ensure charges only apply when meaningful contact or engagement occurs.

  Business Response

  Date: 08/06/2025

  Thank you for contacting us. We understand how crucial every dollar is when running a business, which is why we strive to keep our lead charges fair and transparent. We  apologize if this was not your experience.

  At Thumbtack, professionals only pay for leads, not after being hired for a job. Our platform is designed to connect you with potential customers, allowing you to showcase your expertise and secure jobs. If you find that a lead does not align with your targeting preferences, you can request a refund by submitting it to our team here: *********************************************************************.

  We encourage you to follow that link to dispute the two charges in question. We also appreciate your honest feedback regarding our marketing, as it helps us improve. If you have any further questions or concerns, please feel free to call us at **************.

  
  

  Customer Answer

  Date: 08/06/2025

  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. Thumbtack has refunded the charges in question after escalation.

  While I appreciate the refund, this reply avoids the real issue  their billing system charges pros even when no communication or service was delivered.
  I filed this complaint not just for a refund, but to raise awareness of a policy that unfairly charges small business owners for unaccepted and unengaged leads. I hope Thumbtack takes the feedback seriously and reconsiders how and when professionals are billed.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Statement Regarding AC Repair Experience with Value Plus Air via Thumbtack On September 29, 2024, our air conditioner stopped working.We searched for an AC repair technician using the Thumbtack app.From the list of professionals suggested by Thumbtack, we chose a company called Value Plus Air, owned by ****** ****** (cell: ************).We communicated with ****** through the Thumbtack app.He came the same day to inspect and repair the unit.Upon inspection, he said the capacitor was faulty and replaced it.The unit still did not work, so he identified another issue and replaced an additional part.****** also offered us a maintenance plan for $185 per year, which included scheduled system checks.Including the maintenance plan and parts/labor costs, we paid $729.36 via credit card. A screenshot of the payment to Value Plus Air is *********** per the service agreement, he stated he would return in the fall (October 2024) and again in the spring (2025) for maintenance checkups. However, he never came for either appointment.On July 15, 2025, our ** stopped working again. We attempted to contact ****** at the number he provided during the initial repair.Despite multiple calls and a text message sent at 7:02 PM the same day, we have received no response to date.Due to a heat advisory warning, we had to hire another company the following day. The repair cost us $2,257.50.We reported the issue to Thumbtack, but they informed us they were also unable to reach ******.We trusted Thumbtacks recommendations, assuming their listed professionals were vetted. We are now questioning the reliability of that process.We are requesting a full refund and hope that Thumbtack alerts customers about situations like ours to prevent others from going through the same experience.

  Business Response

  Date: 08/04/2025

  Hello ********,
  

  Thank you for bringing your experience to our attention. We understand the challenges this situation has caused and appreciate the opportunity to address your concerns.
  

  Our team has reviewed the information you provided and has taken the steps available to us under our policies. Weve also taken internal action regarding the service providers account. While we were not able to move forward with additional action at this time, we encourage you to continue working with local consumer resources should you wish to pursue the matter further.
  If you have additional documentation or new information you would like us to review, please reply directly to our Trust and Safety team so they can provide further guidance.
  

  We appreciate your feedback as we continue working to maintain a safe and reliable platform.

  Customer Answer

  Date: 08/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:07/31/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  steals money from people intentionally and does not want to return the money, this happened to me thumbtack deceives many people, this is not fair, how do they do business. Please help

  Business Response

  Date: 08/01/2025

  We really appreciate your business with Thumbtack and we take your concerns very seriously. So, were happy to help answer any questions and provide information on our policies to help you be successful on the site. 
  
  As you're aware, we are a lead-generating platform. Customers can reach out to you wanting to learn more about your business. Whether or not youre hired, youre paying for the value of being connected with a potential customer. 
  
  All sales on ********************** are final and non-refundable per our refund policy in our Terms of Use under the section Thumbtack Fees and Taxes., which all users on Thumbtack agree to upon signing up. However, we know every dollar counts when you are a business owner, so there are certain situations where we will add credit back to your Thumbtack balance.
  
  You can read more about our refund policy here: ***********************************************************
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

• Initial Complaint

  Date:07/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thumbtack charged my bank account as a monthly subscription even after I cancelled my card. I had to close my business account to stop charges.

  Business Response

  Date: 07/30/2025

  Thank you for sharing your honest feedback, *****. We understand charges that are unclear are frustrating. However, when agreeing to use Thumbtack as a pro, you are agreeing to the charges that come with connecting with potential customers. If you would like to learn more about how charges work on Thumbtack, please follow this link here: ******************************************************************;
  
  Our Support team is here to answer any remaining questions you may have, you can give our team a call at **************. 

• Initial Complaint

  Date:07/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Title: Ongoing Issues with Lead Relevance, Billing Practices, and Lack of Support Review for Thumbtack ************ As a service provider using Thumbtacks Pro platform, I have experienced ongoing issues with being charged for leads that do not match my stated preferences. Despite clearly setting parameters for services, budgets, and availability, I continue to receive and pay for leads that ********* outside of those criteria.Attempts to dispute these charges are increasingly difficult, with limited access to customer support and no clear way to escalate concerns. As a business owner who invests heavily in lead generation each week, I find this lack of accountability and oversight to be deeply concerning. I am simply asking for fair billing practices and for Thumbtack to honor the preferences they allow professionals to set.I hope Thumbtack takes steps to address these issues and improve support for the professionals who fund their platform.

  Business Response

  Date: 07/28/2025

  Hi Shaleigha,
  

  Thank you for sharing your feedback. Were sorry to hear about your experience and appreciate you taking the time to voice your concerns. Were continuously working to improve lead quality, billing transparency, and overall support for the professionals who use our platform.
  

  If you need help with your account or have specific concerns you'd like us to review, the quickest way to get support is by submitting a request through our webform here: *********************************************.
  

  Thanks again for reaching out and helping us improve.

• Initial Complaint

  Date:07/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a deeply negative experience with a provider I was connected to through Thumbtack, which has led me to stop using the platform altogether. After posting a project and receiving a few estimates, I was contacted unsolicited by a provider called ******************* (******). He reached out to offer an estimate, and at no time did he mention a fee for this. I never visited his profile nor agreed to any termshe initiated the contact entirely.After our brief exchange, he began demanding an $85 estimate fee and has harassed me daily about it. I immediately reported this behavior to Thumbtack, but to my knowledge, the provider remains active on the site. It appears this individual is using Thumbtack to run a scam by initiating contact with users and then trying to charge a surprise fee. I feel Thumbtack should take more responsibility in vetting and removing deceptive providers and providing better protections for consumers.Because of this experience and Thumbtacks lack of clear response or accountability, I will not be using the platform again and feel compelled to warn others.

  Business Response

  Date: 07/28/2025

  Thank you for sharing your review with us, *******. We are concerned to hear about your experience with the service provider you connected with through Thumbtack. Although things rarely go wrong, we want to be informed when they do.

  
  It appears that a report has not yet been submitted to our Trust and Safety team regarding this service provider. Please submit your report for our Trust and Safety team using this link: ******************************************************.

  
  Our team will reach out to you directly to gather more details about your experience and assist you in finding a resolution. We are here to help when things dont go as planned!

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23660673
  
  I am rejecting this response because:

   

  I did file a report with the Trust and Safety Team at Thumbtack. I received a response from ****** of The Thumbtack Support Team on July 18th.  ****** said he was reviewing the information and conversations between myself and the pro and that he would get back to me shortly.  I advised ****** that the pro was harassing me with emails and invoices multiple times every single day.  ****** has not responded to my email nor has he gotten back to me as his email stated he would.  The pro is still contacting me and is now asking me to take down my negative review--Thumbtack is non-responsive.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/30/2025

  We apologize for the delay in response from our Trust and Safety team. It looks like the agent working your case sent you an email yesterday. Please respond to that email for the next steps in moving towards your desired resolution. We appreciate your patience as we work together to get this resolved for you! 

• Initial Complaint

  Date:07/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I relied on Thumbtack to provide a referral for a handyman project. I hired their referral to replace a window in a rental property. The compnay they referred me to requested a down payment for the cost of the window. I sent them $800 via Zelle. This happened in March, 2025. After providing many excuses, it became apparrant that this job was never going to get done. I requested refund of my $800 deposit since I never received the product and there had been no work performed. After being unsuccessful with the handyman, I requested a refund based on the Thumbtack guarantee.Thumbtack asked for much documentation but ultimately denied the claim saying that since the transaction was electronic and I could not produce a canceled check that I was out of luck

  Business Response

  Date: 07/28/2025

  Dear ****,
  

  Thank you for bringing your concerns to our attention. We understand how important it is to feel confident when hiring a service provider through Thumbtack.
  

  After a thorough review of the documentation you submitted, our internal team was unfortunately unable to verify that the payment you made was sent directly to the service provider you reported. The screenshot provided showed the payment labeled as handyman2 but did not include identifying details such as the providers name, phone number, or email address. Similarly, the other documents lacked verifiable links to the specific provider in question.
  

  To proceed with your refund request under the Thumbtack Guarantee, we require documentation clearly showing that the payment was made to the identified service provider. This may include a payment confirmation showing their name or contact information, or a message from the provider acknowledging receipt of payment with visible contact details.
  

  As a platform that connects customers with independent professionals, we rely on accurate documentation to fairly assess claims and support both parties involved.
  If you are able to provide any additional evidence, please share it with our Trust & Safety team so they can reassess your case.
  

  Thank you for your understanding.

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/22/2025 at approximately 10:15pm PST, we received a wedding photography lead on Thumbtack. As we went to pull the lead up in the application immediately, it showed that the customer cancelled the request or their account entirely. The customer cancelled the request within ***** seconds of us physically getting the lead as I was already on my phone when it came through. This shouldn't be considered an eligible lead that we were charged for. The customer cancelled almost immediately (error on their part possibly) and per Thumbtacks policy, no phone number was provided for us to even contact them. I reached out to Thumbtack's dispute team, and per their customer service rep ***** this lead is still considered eligible since it came through to us. I guess the expectation for the business is to get the lead, respond, and close the business within ************************************************************************************************** a different phone number or e-mail for a resolution and was told there are no other options.I have no issues paying for leads, but this wasn't a lead and I am being charged for an error on someone else's behalf.

  Business Response

  Date: 07/24/2025

  Hello *****,
  

  Thank you for bringing your concerns to our attention regarding the wedding photography lead.
  

  We understand your position and see that you are currently working with our refund disputes team. Please continue to work directly with them for any further questions or assistance related to your refund request.
  

  Please note that we review all refund requests carefully, but some may not qualify based on our policies. For more information, please review our refund policy here: ********************************************************************************.
  

  We appreciate your understanding and your continued partnership with Thumbtack.

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23645363
  
  I am rejecting this response because it is a canned response. They copy and pasted a generic response they give everyone. I would like an individual response to this unique request as they are charging me for something that isnt a generic reason  

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

  Business Response

  Date: 07/25/2025

  Hello *****,
  

  Thank you again for following up and sharing more context.
  

  We recognize that this was a specific situation, and we see that your case is currently being handled by our refund disputes team. Theyre the best team to determine lead eligibility and assist you further.
  

  If you have additional details or questions, we encourage you to reply directly to their email so they can continue reviewing your request. 
  

  We appreciate your continued patience as the team works to resolve this.

  Customer Answer

  Date: 07/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a complaint against Thumbtack for an unauthorized charge of $435.17 on my husbands *********** card(5541) on May 23, 2024. He never authorized these services and did not activate any account.The same problem occurred in May 2024, which was resolved with a refund. Now, in May 2025, we were charged again for 12 leads. Although Thumbtack agreed to refund the $435.17, they have not done so yet.We contacted ***********, who closed the dispute and advised us to handle it with Thumbtack. Thumbtack claims the dispute isnt closed, but *********** confirmed it is.Thumbtack now demands we cancel the leads, but we cannot cancel something we never authorized.I have found many others with similar issues, and Thumbtacks actions are causing undue stress. My husband is disabled, awaiting surgery, and unable to manage this.We are facing a financial burden, needing to pay $645.31 by August 2 to *********** with $435.17 being unauthorized.I urge the Better Business Bureau to investigate and assist us in obtaining the refund.Thank you.

  Business Response

  Date: 07/24/2025

  Hello,
  

  Thank you for sharing your concerns through the Better Business Bureau.
  

  Our support team is actively reviewing the details of your case, including the charge in question and the previously issued refund. Please know that were taking this matter seriously and are working to complete a thorough review. At this time, we expect that review to be finalized by July 28.
  

  We appreciate your continued patience and ask that you keep working with our support team so we can bring this to a resolution as quickly as possible.

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23639844
  
  I am rejecting this response because:

  Dear BBB,
  Thank you for your follow-up.
  Thumbtack said they would resolve the issue by July 28, but today is July 28 and nothing has happened. This situation has been ongoing since May, and they continue giving us the runaround. We have followed all instructions including contacting *********** and confirming that the dispute was closed.
  Thumbtack already approved the refund of $435.17, so we do not understand why they are delaying. They simply need to return the money to our *********** card. We should not be forced to pay $435.17 on our credit card due date (August 2) for something we never ordered or authorized.
  It is also very sad and disappointing that Thumbtack is not taking into consideration the medical issues involved. My husband is disabled and preparing for a second surgery, and this stressful situation is making things worse.
  We respectfully ask the BBB to continue assisting with this matter. We have waited long enough.
  Thank you again for your help.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 07/28/2025

  Hello ****,
  

  Thank you for your follow-up and for sharing additional context.
  

  Weve connected with the appropriate internal team regarding your refund, and you should be hearing back from them very soon with an update. We understand how long this process has taken and appreciate your patience. 
  

  If you have any additional questions or documentation to share, we encourage you to reply directly to the most recent email from our team. Theyre best equipped to assist you further and are actively managing your request.

  Customer Answer

  Date: 07/31/2025

  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.

  I would like to sincerely thank you for your assistance regarding my case with Thumbtack. After months of back and forth, with no resolution in sight, we are happy to report that we have finally received the refund.
  Your support gave us hope and helped push the resolution forward. We are truly grateful for the role you played in helping us through this long, difficult, and stressful situation.
  Additionally, I would like to formally request that Thumbtack cancel all accounts associated with my husband. We do not want to have any further issues with them.
  Thank you again for your time and dedication.
  
  Sincerely,
  
  ****** and **** ********

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint regarding Thumbtack, Inc. and seeking your assistance in obtaining a full refund for charges made to my account for services and leads that were either inaccurate, unresponsive, or unauthorized.Over time, I was charged for leads through Thumbtack that did not match my business services, yielded no response from potential clients, or were of very poor quality. These charges accumulated despite my efforts to use the platform properly and in good faith. Additionally, I experienced a lack of meaningful support when I raised these concerns directly with Thumbtack.More importantly, I recently discovered that some of these charges date back over 12 months. I was unaware that Thumbtack was continuing to charge my account, as there was no clear communication or invoicing to alert me. These ongoing charges occurred without my full knowledge or consent, and I only became aware after reviewing my financial statements more closely.I believe these billing practices are misleading, and I feel taken advantage of as a small business owner. Thumbtacks practices have caused unnecessary financial loss, and I am requesting a full refund for all charges, including those beyond the 12-month period, as they were made without my informed consent and did not result in any value for my business. The dates can be found in the attached files.Thank you for your assistance in resolving this matter.

  Business Response

  Date: 07/23/2025

  Thank you for sharing these details with us. Were sorry for the frustration and financial impact this situation has caused. We understand how important every dollar is when running a small business.

  
  While Thumbtack charges only when a customer reaches out based on your targeting preferences, we recognize your concerns about unresponsive or mismatched leads. Our goal is always to keep pricing fair and transparent, and we never want you to feel misled.

  
  The best next step is to work directly with our Support team, as they have full access to review historical charges, account activity, and refund eligibility. Please respond to the most recent email sent to you on July 2nd or call us at ************** so we can review this thoroughly and work toward a resolution.

  
  Heres more on how charges work and refunds:
  Spending Guide - ************************************************************

  Refund Policy - ***********************************************************