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: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 - ***********************************************************

• Initial Complaint

  Date:07/22/2025

  Type:Customer Service 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 or about June *********************************************************************** ******* properties we manage. Thumbtack provided workers to serve every need and appeared professional. The workers are subpar, careless and will not clean up behind their work causing damages. The company allowed thousands of dollars in damaged property and would not require their recommended workers to return to make us whole. We lost $4,600 on a deck Jan 2025, $1,560 new flooring February 2025 and now $750 June 2025 new flooring and they want help other than avoiding their guarantee policy to pay for damages caused by their careless workers. The worker gets paid, we lose with no recourse other than to file lawsuit.

  Business Response

  Date: 07/22/2025

  We understand your position and recognize how difficult this experience has been with the service provider you hired. Our Trust and Safety team has exhausted all their resources and they have provided you with next steps on how to pursue the service provider you hired.

  As a neutral third party, were not directly involved with any agreement between customers and the service providers who advertise here. Instead, its our role to help you both work together toward a resolution when issues occur. In this case, our Trust and Safety team did issue a refund for this project. If you have a recent project report you would like to submit to our Trust and Safety team, please do so here: ******************************************************.

  If you ave any questions or concerns with the resolution of your case, please respond to the most recent email from the Trust and Safety agent handling your case. 

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23635223
  
  I am rejecting this response because: There has been no payment or attempt to make me whole as stated by the company.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/23/2025

  Thank you for getting back to us here! Please respond to the most recent email from the Trust and Safety agent handling your case. They will be able to provide the next steps towards this refund resolution. 

   

   

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23635223
  
  I am rejecting this response because:   I do not see any correspondence or have I had a satisfactory response to my financial setbacks due to the subpar workers and damages caused by the company's workers.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/28/2025

  Thank you for updating us on the outcome of your incident. Were sorry to hear that you are dissatisfied. However, it appears that recent communication has not yet been made to our Trust and Safety team. We strongly encourage you to respond to the last email you received from the agent handling your case and express your concerns.If you no longer have access to those emails, please call our team at **************, and we will direct you to the agent working on your case.

  We appreciate your cooperation as we work together to resolve these remaining issues!

  
  

  Customer Answer

  Date: 07/28/2025

  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:07/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a thumbtack vendor since 2016. I am beyond annoyed with them , charging for leads that " lead" to no one and nowhere! I really believe that many of them are fake leads ! But Thumbtack charges you anyway, even if you respond to the lead in a timely manner, and the person doesn't respond to you! recently , for example, I got a lead for a one hour event. They charged $13. Another lead for a one hour event, they charged me $11. Even though I didn't get hired or get a reply from either client, these fees are **************, justa couple of days ago, Thumbtack charged me $49 for a one lead that was two hours long. I cannot understand why they're charging me $13 for a one hour and $49 for a two hour lead.? I wrote them and tried disputing it and they said that it doesn't qualify for a refund. I asked for a credit and they said no doesn't qualify for a credit or refunds. However, when I did a grand total of what I had to pay for leads that I DID NOT get hired for in 2024 it-was over $2000! I am a violinist. I don't make thousands of dollars when I perform for events. It's usually in the low hundreds depending on how long I play and where I drive to . I have a $50 a week limit because that's all I can afford and they wiped out my weekly limit $49 For one event! I do believe that they may have some leads for musicians that are real because I have gotten work-from the site, but I think many of them are fake leads. And then send the lead out to several people who are in the area of where the people looking for . they could send this lead out to 10people And maybe they charge everybody $49 so that they made a lot of money on this one lead the people can only hire one person, but yet all of us get charged !Please help with this. I have been on there for several years and I have over 100 5 star reviews. It is difficult for me to leave Thumbtack because of all my reviews

  Business Response

  Date: 07/21/2025

  Hi Francesca,

  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:07/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon signing up for Thumbtack as a business, I specifically put Georgia as the specific location I wanted to receive leads from as a Psychotherapist. I also checked off "online" so that I would have the option to receive leads who were interested on online in ******* as well. On 6/24/25, Thumbtack charged me for 3 leads that I never accepted. Not only that, they gave me leads that were outside of the state that I selected (which was *******). On 6/25/25, I spoke with an agent to inquire about these charges that was taken without me accepting the leads and also for potential clients that were not in the state I was licensed in. The agent stated that Thumbtack does not provide state-specific filters when "online" is checked off. I expressed how this is unethical for Thumbtack to charge Mental health professionals for leads in states they are NOT licensed in. I expressed how I wanted a refund because I could not continue to be on a platform that did not practice ethically when it comes to Mental Health. The agent told me to complete the Refund form online and I would get a credit to my account. He said once I get the credit to my account, I should call back to get that amount refunded back to my original payment method. On 7/1, I received an email that I had all three charges were placed as a credit on my account. I called ********************** back requesting the refund and the agent said that he needed to call another department and he would email me back. I never received a phone call or email from this agent. On 7/2, I requested to speak with a supervisor and I was sent an email instead stating that Thumbtack would not refund the credit by a supervisor named *****. I requested a phone call, and ***** (supervisor) emailed me to stated that she confirmed a phone call for 7/9/25 at 1pm MST. On 7/9/25, ***** NEVER called back at the number provided to her, nor on my business number on Thumbtack.

  Business Response

  Date: 07/15/2025

  Hello,
  

  Thank you for taking the time to share your experience. We understand how important it is for licensed professionals, especially in fields like mental health, to receive leads that align with their licensing requirements and location preferences.
  

  After reviewing your account and our policies, we want to clarify that when the online service option is enabled, Thumbtacks system will match you with potential clients from any locationregardless of the state selected in your travel settings. This is because selecting online indicates that youre available to work remotely, which expands your targeting beyond state boundaries.
  

  If you would like to receive leads only from *******, both online and in person, we recommend deselecting the online option and manually setting your service area using *******-specific zip codes. You can learn more about adjusting your targeting preferences here: *************************************.
  

  Regarding your refund concern: we understand you were issued credits for the leads in question. As outlined in our policy, all sales on Thumbtack are final, and refunds to the original payment method are not guaranteed. However, if you believe the credits do not address your situation or if you need help making changes to your targeting, we recommend continuing to work with our support team, who can take a closer look. You can contact them here: *************************************/contact-thumbtack.
  

  We appreciate your feedback and your work as a provider on our platform.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23600808
  
  I am rejecting this response because:
  The credit you have give serves no purpose to me because I am not going to continue on a platform that has displayed such unprofessionalism and  misinformation from the agents and the administrative team. This company should have done more research on the licensing procedures for mental health professionals. Therapists should NOT have to jump hoops to obtain leads (online) specific to the states they are licensed in.

  Sincerely,
  
  Affiniti ******-********

  Business Response

  Date: 07/17/2025

  Hello Affiniti,
  

  Thank you for sharing your further thoughts. We understand your frustration and appreciate the seriousness with which you view the licensing requirements for mental health professionals.

  As previously explained, when the online service option is selected, Thumbtacks platform is designed to match providers with potential clients nationwide, which means it cannot restrict leads strictly by state boundaries. We encourage providers to carefully configure their service area settings to ensure leads align with their licensure and preferences.
  

  We recognize that this model may not suit everyones needs, and we apologize if this has caused you inconvenience. Regarding the credits issued, they were provided as a resolution consistent with our refund policies.
  

  If you no longer wish to use the platform, we respect that decision. However, should you have additional questions or require assistance adjusting your account settings, we recommend continuing to work with our support team, who are best equipped to help you directly.
  

  Thank you for your time and feedback.

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23600808
  
  I am rejecting this response because: I want to make this complaint public so that other other mental health professionals do not endure the unethical practices of this company. A company of integrity would have done the research to ensure that licensed individuals are securely matched with potential clients in the state they licensed in. My suggestion is for this company to realign their practices so that their ratings go above 1 star. 
  
  Sincerely,
  
  Affiniti ******-********

• Initial Complaint

  Date:07/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My business, **************, provided tile services through Thumbtack. We invested significant time and effort into building our profile, earning positive reviews, and consistently delivering quality workmanship. Around four years ago, our account was deactivated for a violation of Thumbtacks Terms of Service.While I acknowledge the deactivation and take responsibility for any past mistakes, I have worked hard over the years to improve my business practices and fully comply with industry and platform standards.Thumbtack has remained an important platform for service providers like us to connect with clients. Despite repeated attempts to contact their support team, I have not received a clear response or guidance on how to appeal or rejoin the platform.I am not requesting special treatmentonly a fair opportunity to appeal the deactivation or apply for reinstatement under current terms and conditions. Our business values integrity, professionalism, and accountability, and I would greatly appreciate the chance to re-establish a presence on the platform.

  Business Response

  Date: 07/14/2025

  Hello Nastya,

  Thank you for reaching out and sharing your situation. We appreciate the effort youve put into improving your business and your interest in rejoining Thumbtack.

  Your inquiry is being reviewed, and to ensure it reaches the appropriate team for consideration, please complete the form available here: ************************************************************************. This will help us direct your request properly and provide the most accurate guidance.
  

  We appreciate your patience and look forward to assisting you.

• Initial Complaint

  Date:07/12/2025

  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 account $2,099.28 without actually sending me the leads. I was nor receiving the lead notification therefore I wasn't aware they are sending leads. My account notification are on but I was not getting any messages from customers. Yet ******************** charged me fully. I also have a video of me trying to navigate through my account that shows 1 lead only. And only notifications with no leads or messages. However the video is too large and not uploading . I will be happy to forward it to you .

  Business Response

  Date: 07/17/2025

  Thank you for sharing your concerns with us here! We never want lead charges to be a surprise to our pros. While on Thumbtack, pros are charged for leads that match the targeting preferences they have set. If you are not seeing any leads come through, and are still being charged, we definitely need to look into this a bit deeper. 
  
  Please give our Support team a call at ************** so that we can research these lead charges. Thank you! We look forward to speaking with you more to hopefully resolve this issue. 

• Initial Complaint

  Date:07/09/2025

  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 hired a contractor on Thumbtack ********************* to fix my bedroom door. The quote was $200 if it was just the door, or $300 if the frame needed ***air. On June 27, 2025, ****** arrived and performed incomplete, poor-quality work. He ignored the framethe root causeleft the top gap unresolved, and created a new side gap. Despite this, they demanded $400. I paid $200 via Zelle to end the visit in good faith.The door is now worse than before. Light pours through the gaps, disrupting my sleep. When I requested a fix, they refused to return unless I paid another $100, despite promising to correct any issues at no extra charge. I no longer trust the contractor and do not want them back.I chose Thumbtack because of their advertised Guarantee. I submitted a complaint to ************** with solid evidence: Original quote Screenshots of our messages Proof of payment Photos showing the worsening door condition Thumbtacks response was inadequate. Their *** only said they'd contact the contractor but offered no protection or resolution. Im requesting a refund of $200 under Thumbtacks Money-Back Guarantee for unsatisfactory service and failure to deliver as agreed.

  Business Response

  Date: 07/10/2025

  Hello ***,
  

  Thank you for bringing this matter to our attention.
  

  We understand how important it is to feel supported when a project doesnt go as expected. Our Trust and Safety team is currently reviewing the information and documentation youve provided, including your communication with the contractor, payment details, and photos of the work.
  

  Since the review is still in progress, we encourage you to continue working directly with that team. Theyll be following up with you shortly regarding your refund request and any next steps under the Thumbtack Guarantee.
  

  Thank you for your patience throughout this process.

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23576158
  
  I am rejecting this response because:

  I'm rejecting Thumbtacks response because their handling of this matter has been slow, disorganized, and deeply inadequate given the severity of my concerns. This is not just about a refundits about my safety and Thumbtacks failure to act decisively when a customer is at risk.

  The contractor involvedArthur and his business partner Nicksent me direct messages that were sarcastic, hostile, and emotionally aggressive. I felt mocked, threatened, and unsafe in my own home. I have retained screenshots of these messages and will provide them as supporting evidence. Thumbtack was made aware of this conduct early in the process.

  
  Despite submitting thorough documentation (including photos of damage, proof of payment, and copies of the hostile messages), Thumbtack misidentified the contractor, kept asking if I would allow them to return, and failed to escalate the situation appropriatelyeven after I made clear that I feared for my safety. The contractor knows where I live. That alone should have prompted urgent escalation.

  
  Thumbtacks vague timelines and unwillingness to act decisively reflect a disturbing lack of accountability. Their Trust and Safety process has shown no urgency, empathy, or awareness of platform responsibility.

  
  Im asking the BBB to keep this case open and continue monitoring it until:
  A full refund is issued;
  Thumbtack formally acknowledges the hostile behavior and misrepresentation;
  Thumbtack takes internal steps to ensure contractors who behave this way are prevented from endangering others.

  
  Customer safety should be non-negotiable. *********************** failure to protect me during and after this encounter sends a troubling messagenot just to me, but to every vulnerable user on their platform.
  
  Sincerely,
  
  *** ***

  Business Response

  Date: 07/14/2025

  Thank you for sharing more about our experiencewere truly sorry for the distress and frustration youve gone through. Your safety is incredibly important, and we understand how serious and upsetting this situation has been for you. We can assure you our Trust and Safety team is doing all that they can to help you reach your desired resolution. 

  
  The best person to support you through this matter is the Trust and Safety agent assigned to your case. Theyve been in contact via email, most recently on July 14th, and we encourage you to respond directly to that message so they can continue assisting you with the next steps.

  
  We know this process hasnt met your expectations, and we appreciate your continued feedback as we work to do better.

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23576158
  
  I am rejecting this response because: 

  I am rejecting Thumbtacks follow-up reply as it continues to sidestep the core issue: customer safety.
  Their statement assures me that the Trust and Safety team is doing all they can, yet fails to acknowledge that the assigned agent instructed me to contact law enforcement rather than taking internal action against the contractor. I hired ****** and **** through Thumbtacknot through a police department. My concern from the beginning has been that Thumbtacks platform enabled and then ignored aggressive, hostile messages from these contractors. Thats a platform accountability failure, not a legal misunderstanding.
  Despite being provided with:
  Proof of payment and bait-and-switch pricing
  Damage photos of the door left worse than before
  Screenshots of messages that were sarcastic, emotionally aggressive, and made me feel unsafe
  Thumbtack continued to ask whether I wanted the same contractors to return to my home. Their process was not only slow and disorganized, but dangerously misguided. Offering a refund after I refused to allow a return visit makes it clear: this wasnt about resolution through goodwillit was resolution under pressure.
  Thumbtacks response to the BBB also fails to directly address the conduct of ****** and ****. The problem was never just an incomplete repairit was the disrespect, coercion, and hostile communication that followed. If they post public replies suggesting I was complicated or unresponsive, I have a full message history showing how quickly things escalated when I asked for fair treatment.
  I urge the BBB to keep this case open until Thumbtack fully acknowledges:
  That the contractor behavior was unacceptable and aggressive
  That platform mediation is not appropriate when a customer feels threatened
  That their slow, vague process put me at further emotional risk
  This is not just about a refundits about platform responsibility and customer safety. *********************** failure to protect me sends a troubling message to other vulnerable users who might not push back as persistently.
  
  Sincerely,
  
  *** ***

  Business Response

  Date: 07/17/2025

  Hello ***,
  

  Thank you for sharing your concerns and detailed feedback.
  

  Thumbtack takes customer safety and satisfaction very seriously. Our Trust and Safety team has thoroughly reviewed your case, including the documentation you provided. We apologize if you felt your concerns were not addressed with the urgency they deserve. 

  While contractors are independent businesses, we treat inappropriate behavior and safety concerns with the utmost seriousness. This matter has been escalated internally to ensure appropriate action is taken.

  We also confirm you are working with Trust and Safety and have been approved for a $200 refund under Thumbtacks Money-Back Guarantee.
  

  Thank you for your patience, and please continue to work with the Trust and Safety team for further assistance.

  Customer Answer

  Date: 07/20/2025

   
  Complaint: 23576158
  
  I am rejecting this response because: 

  Im submitting an additional complaint regarding Thumbtacks repeated failure to uphold customer safety and professional standards on their platform.
  Following my previous unresolved experience with a contractor who was hostile and aggressive, I recently encountered another disturbing situation. On Saturday, July 19, a different Thumbtack contractor named **** came to my home for a repair job. While his pricing was reasonable, his behavior during the visit was inappropriate and unprofessional. He made personal comments including, How old are you?, Are you married yet?, and You should get married. These remarks were unsolicited and made me uncomfortable during what should have been a routine service.
  Although the contractor attempted the repair, it was clearly a patch jobnot a full fix. The original issue remains unresolved, and the quality of the work does not meet reasonable standards.
  This is now the second incident Ive faced on Thumbtack where:
  The contractor was either threatening or inappropriate inside my home
  The service failed to meet basic expectations
  Thumbtacks Trust and Safety process has not acted with urgency or meaningful accountability
  Thumbtacks response to the first complaint encouraged the contractor to return for repairs, despite clear documentation that I felt unsafe. Now, in a separate case, another contractor has behaved inappropriately during an in-home visit, and again Thumbtack shows no proactive screening, resolution, or visible consequences.
  I am asking the BBB to investigate Thumbtacks customer protection policies and review this pattern of neglect. Two incidents from separate contractors within a short timeframe should raise serious questions about their standards and vetting process.
  
  Sincerely,
  
  *** ***

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company directly, i explained to them the issue and they agreed with me, i explained to them that my account had been permanently deactivated since 2023 and i havent been charged all this time till now recently where i got charged 3 times out of no where, in 2023 i got on a call with their team member and made sure it was deactivated because i was no longer going to be using that app and i wanted to make sure that i wasnt getting charged, the person i recently spoke too agreed with me and gave me an email from them to explain what happened and why i need my refund back, so i emailed them and they responded a day later and just gave me $43 of credit to use on that app, but i do not want credits on a app that i dont use in the first place i want my money back because they took $43 , $37 and $48 from my account. But they keep denying saying it doesn't line up with their refund policy which i dont agree with because how can i get charged from an app that im supposed to have no active account and i forgot all about that app because i have never used it.

  Business Response

  Date: 07/09/2025

  Hello ****,

  Thank you for bringing this to our attention.

  Weve reviewed your account and can confirm that it is currently active. Charges on Thumbtack occur when a customer reaches out to you as a potential lead, in line with our role as a lead-generation platform. Whether or not youre hired, charges reflect the value of being connected with a potential customer.
  

  After careful review, we found that your availability settings matched the customers preferences for Pressure Washing and Interior Painting at the time the leads were received. Because these leads fell within your targeting preferences, the charges are considered valid.
  

  All sales on Thumbtack are final and non-refundable, as outlined in our Terms of Use under the section Thumbtack Fees and Taxes, which all users agree to upon signing up. You can review our full refund policy here: ***********************************************************.
  

  We understand you no longer wish to use the platform. If you need help disabling your account or have further questions, please contact our Support team directly: ******************************************************************.

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23574512
  
  I am rejecting this response because: I do not understand how my account is active if a team memeber deactivated my account in 2023 permanentely, so my question is when and why did my account get activated again without my authorization too, I say this is a scam and unfair because I never authorized nobody to activate my account again. Also when i called 2 days ago the team memeber deactivated my account again she told me so how is it active again ? So does this mean that even if i call 100 times and deactivate my account ************************************************************************************ ? How do i escape and avoid this cycle of being wrongfully charged and not even getting my refund back, this is theft and robbery it is a scam. 
  
  Sincerely,
  
  **** ******

   

  Business Response

  Date: 07/10/2025

  Hello ****,

  Thank you for following up.

  Our records show that your Thumbtack account was reactivated in November 2023. Charges were incurred as a result of lead activity that aligned with your accounts targeting settings at the time.

  Weve also confirmed that your account cannot be fully deleted while there is an outstanding balance. Our team has shared instructions on how to dispute the refund decision with the appropriate department, and we encourage you to continue working with them if you have further questions or would like to provide additional information for review.
  

  We appreciate your feedback and the opportunity to clarify.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23574512
  
  I am rejecting this response because: Hello i do not want to go back and fourth i want this resolved, and you guys have not yet answered my question which is " (how did my account get reactivated again in 2023? ") (who gave any authorization to do that?) because i know i sure didnt activate it myself. Because in my mind it was permanently deactivated. And second of all of course it sais i have a balance i owe, because you guys charged me without me knowing my account was activated. Can I please get answers to my questions.  The questions i have are in the parentheses above thank you . 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/14/2025

  Hello ****,
  
  We are happy to once again detail the dates of the activation as well as give clarity around the charges on this account. 

  The account was reactivated in November 2023. Only the account holder can reactivate and deactivate a Thumbtack account. If you choose to reactivate your account, lead charges will accrue due to the targeting preferences that have been set by the account holder. You can learn more about how lead charges work here: ************************************************************.

  
  Weve also confirmed that your account cannot be fully deleted while there is an outstanding balance. Our team has shared instructions on how to dispute the refund decision with the appropriate department, and we encourage you to continue working with them if you have further questions or would like to provide additional information for review.