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:03/21/2025

  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.

  Record is of Mar 19 : incident event Called Thumbstack customer service and they didnt help take the complaint or own to take ********** neighbor hired patio makers from Thumbstack. Despite of multiple warnings to the labor staff, they continue using my front property as base for their work. They even blocked my driveway almost most of the day. The labor had no professional logos on their vehicles so seemed like some off the street hires. The neighbor owner told me they hired from **********. My concern is that Thumbstack should screen the labor to prevent damaging costs, and breaking laws by not following the construction checklist and procedures. It was huge annoyance and noisy whole day. The labor left the road dirty too. They constantly blocked my driveway for no reason when they could have properly parked. It was unsafe!

  Business Response

  Date: 03/26/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau and for bringing your concerns to our attention. 
  
  Were truly sorry to hear about your recent negative experience. Please know that we take customer concerns very seriously and will be investigating your report further. 
  
  We appreciate the information youve shared, and we will take the appropriate actions based on your feedback. Trust is key to our community, and were constantly seeking ways to improve at Thumbtack. Your input is invaluable in helping us enhance our services, so thank you for contributing to our growth. 
  
  If you have any remaining questions or concerns, please dont hesitate to reach out. Were always here to help. Additionally, if your property was damaged as a result of the service provider using your porch, please contact our service and support team at ************************************************************************;
  
  Thank you once again for your understanding.

• Initial Complaint

  Date:03/21/2025

  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, Optimum Waterproofing and Construction (Optimum), on Thumbtack on 8 March 2025 to replace my roof. Optimum turned out to be an unlicensed firm that did not finish the job I hired them for and have disappeared with my money. I have tried resolving the issue directly with them between ***** March 2025 but they ignored my calls. I made a complaint about Optimum on Thumbtack and BBB on 16 March 2025. Thumbtack themselves have tried contacting them but they have also been dodging their calls. They removed their Thumbtack profile on 17 March 2025. They do not have a valid license in ** where their profile says they operate. However, their profile on Thumbtack says that their license have been verified by **********************. This is very misleading for customers that use ********************** to findcontractors. I would like a refund of the amount that I have paid to Optimum, an unlicensed contractor that Thumbtack has allowed to operate on their platform that they have claimed they have verified their license. Alternatively, I will settle with Thumbtack paying for my roof to be replaced with a licensed rooferofmychoosing.

  Business Response

  Date: 03/26/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau. We're very sad to see that you have concerns with the service provider you hired. We have very high expectations for all users on Thumbtack, and we want to know when things go wrong. 
  
  We see that you have been working with our Trust and Safety team to resolve this issue. Please continue to respond to them in the email thread. 
  
  If you have further questions, please let the Trust and Safety specialist you've been working with know.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23098600
  
  I am rejecting this response because the issue has not been resolved. Optimum has yet to reach out to me and worse, they have completely removed their profile from Thumbtack. I reiterate that Thumbtack had on Optimum's profile stated that they have verified Optimum's license even though ******* does not have a license to operate in ** even though they advertise that they operate in *** 
  
  Sincerely,
  
  Zatayumni ********

  Business Response

  Date: 04/01/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau. 
  
  We're genuinely sad to hear that you've encountered issues with the service provider you hired. Your experience matters to us, and we hold all users on Thumbtack to very high standards. It's crucial for us to understand when things dont go as planned. 
  
  We appreciate that youre already collaborating with our Trust and Safety team to address this matter. We strongly encourage you to continue engaging with them through the email thread. Your communication is vital in helping us resolve this promptly and effectively. 
  
  If you have any further questions or need additional support, please dont hesitate to reach out to the Trust and Safety specialist youve been working with. Were committed to ensuring your concerns are addressed. 
  
  Thank you for your cooperation, and we look forward to resolving this together.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23098600
  
  
  I am rejecting this response because the issue has not been resolved. Optimum has yet to reach out to me and worse, they have completely removed their profile from Thumbtack. I reiterate that Thumbtack had on Optimum's profile stated that they have verified Optimum's license even though Optimum does not have a license to operate in ** even though they advertise that they operate in *** 
  
  Sincerely,
  
  Zatayumni ********
  
  Sincerely,
  
  Zatayumni ********

  Business Response

  Date: 04/08/2025

  Thank you for the information you have provided to Thumbtack through the Better Business Bureau. I'm sorry to hear that you had a negative experience with a service provider. We would like to investigate the situation further to see how we can help.  Here is a link you can use to report your concern to Thumbtack: ***********************************************************;

  Our Trust and Safety team can help you with mediation service, and in certain conditions we may have other resources to assist: **********************************************

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

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23098600
  
  I am rejecting this response because I have given an EXTENSIVE account of my experience including all supporting documents. I have sent pictured, videos, and  reports from licensed inspectors and roofers. The response from the business seems like they have not gone through my previous report at all and is taking the matter very lightly. 
  
  Sincerely,
  
  Zatayumni ********

• Initial Complaint

  Date:03/17/2025

  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.

  His Invoice for the project:****************************************** Contractor information:Name: **** ********** ******** Handyman 24/7 ********************************* Phone: ********** ***************** The fair claims agent requested a breakdown of material costs from the Respondent, which he provided. However, this breakdown did not include proof of purchaseonly a ********* Word document listing the materials he used and the amounts he allegedly paid. This issue has caused financial strain for me, as I am now paying an additional amount for the same project because **** took offense at my criticism of his work. I have attached pictures of the unfinished work he left behind, which I am very unhappy about. I also have more pictures of the unfinished, poorly done paint job, including some damage to the doors, but I didnt want to use too much ink. Ive attached a few to give you an idea of the quality of his work. I am bringing this to your attention so that senior HR or senior account managers can review the issue, take into account how he treated a customer, and document this matter to prevent others from falling victim to his business practices. I do not want him to contact me or attempt to resolve this issue, as it has already been settled. My intention is for your team to take note of what happened and consider implementing additional measures, such as requiring contractors to sign an agreement that includes the clause outlined below.From this experience, I have learned to include a clause in future contracts stating that if work is left incomplete for any reasonsuch as medical emergencies, death, family issues, or customer dissatisfaction with work qualitythe contractor must reimburse the customer.Additionally, I have attached documentation from the new contractor outlining the charges. The cost for the new contractor to complete the ***** doors is the same, meaning I now have to pay extra 5k for the same work that **** failed to finish.Thank you.

  Business Response

  Date: 03/20/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau. 
  
  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 has provided you with the 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 both parties work together toward a resolution when issues occur. 
  
  At this time, we encourage you to contact ********** with further questions or concerns regarding your project.
  
  If there is any way that Thumbtack can support you in those efforts, please dont hesitate to reach back out to the Trust and Safety specialist youve been working with.
  
  

• Initial Complaint

  Date:03/14/2025

  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.

  Hi how are you?Thumbtack stole my moneyfor realSo i woke up at 8am and saw negative balance in my business account(********* day ago was ~$1650 I got ************************** around $80 i have no idea why that muchSo overall,i got maybe 50 leads and did only 3 jobs (got paid)But others i didnt get nothing!!!!they just stole my money + costumers stopped responding to me .So what the point if i didnt get that job but i was charged!!!!that is so stupid to be ********* one night i just lost $1600 That a lot of money (but total is around $2200)Please help me get a refund Ill delete account and app..because they just stealing money from people Please ?? Please ?? Thank you God bless you!!

  Business Response

  Date: 03/19/2025

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

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23066843
  
  I am rejecting this response because:
  
  Sincerely,they stealing peoples money.

  that is not fair  to us because you charge money even if costumers dont respondthey can write to every pros to collect a money for youand there is your people doing that..i saw same peoples finding the pros but different job on another account (my friend)And that good for you(Thumbtack)because you can collect 50 leads at least every day and one cost around $60and then you jest stop responding to pros like me

  i got 32 costumes per night!!!i woke up at 7 and saw 32 customers find pros to work some job,but they sent a message at 2-3amsounds weird but it isand EVERY customer just ignored me!!!!every ******* is more weird.nobody responded to me!!!!!and on that day i lost $1600 that is a lot for me
  And im requesting a Full Refund!!!!!

  $2200

  
  **** *******

  Business Response

  Date: 03/20/2025

  We truly empathize with how disheartening it can be when outcomes dont align with your expectations. 
  
  Our mission is to provide you with every opportunity to secure those coveted jobs, though success ultimately hinges on the dedication you invest in pursuing projects. 
  
  With your enrollment on our platform, you acknowledged our Terms of Service, which includes a no-refund policy. 
  
  We are wholeheartedly committed to your success, so please dont hesitate to connect with our service and support team. We would love to discuss strategies to help you secure more projects. 
  
  We genuinely believe in your potential and are here, cheering you on every step of the way!

• Initial Complaint

  Date:03/13/2025

  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.

  I had been using the platform since 2021 strictly as a customer. Then in December 2024, my account had been suspended. I am not a PRO, but a customer who has spent over 20K with ********************** pros. I have tried customer support multiple times via email and phone and all i got was my account has been suspended for policy voilation. I have read through the entire document and have not voilated any terms. Creation of new account has not been allowed either. Posted at Thumbtack community and post was removed from there as well. I need a detailed explanation why i was suspended, and i would like to be reinstated back.

  Business Response

  Date: 03/18/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau and for sharing your concerns. We have thoroughly investigated your situation, and we find that a final decision has been made. We did not make this decision lightly and will not be reconsidering the action we have taken. The action taken was in accordance with our Terms of Use. You can review our policy under more about "ACCOUNT SUSPENSION OR TERMINATION in the Terms of Use. ******************************************* We wish you well as you move forward.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23059686
  
  I am rejecting this response because:

  I appreciate your response regarding the deactivation of my account. However, I am extremely disappointed by the lack of transparency in this decision. I have been a dedicated user of **********************, and to have my account terminated without a clear and specific explanation feels both unfair and arbitrary.
  I have reviewed the "Account Suspension or Termination" section of your Terms of Use, and while I understand that Thumbtack reserves the right to take such actions, I also believe that any decision of this magnitude should be accompanied by a clear rationale. Unfortunately, my previous inquiries have been met with generic responses that do not provide any meaningful explanation of what policy I allegedly violated.
  To ensure fairness, I respectfully request:
  A Detailed Explanation I need to understand exactly what led to my account termination. If I unknowingly violated any policy, I would appreciate specific details regarding the issue.
  A Fair Reassessment If this action was based on a misunderstanding or incorrect information, I request an opportunity to clarify my position. I am more than willing to comply with any necessary steps to address concerns.
  An Open Line of Communication The lack of transparency in this decision is concerning. If Thumbtack values its customers, it should be willing to engage in a fair and transparent dialogue.
  If my request is denied without reasonable justification, I may have no choice but to escalate this matter further by exploring other avenues, including filing a formal dispute with consumer protection agencies and seeking legal counsel to determine if my account was terminated unfairly. However, I truly hope to resolve this matter amicably and continue being a part of the Thumbtack community.
  I trust that Thumbtack, as a reputable company, will reconsider its stance on this matter and provide the courtesy of a fair and transparent review. I look forward to your response.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/20/2025

  Thank you for contacting Thumbtack via the Better Business Bureau and voicing your concerns.
  
  We have carefully reviewed your situation and have reached a final decision. This decision was not made without careful consideration, and we will not be revisiting the actions taken.
  
  Our decision aligns with our Terms of Use. You can find more information about "ACCOUNT SUSPENSION OR TERMINATION" in our Terms of Use *******************************************.
  
  We wish you all the best as you move forward.

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23059686
  
  I am rejecting this response because:

   

  Your repeated copy-pasted responses without providing any specific justification for my account termination are unacceptable and highly unprofessional. I have made multiple good-faith attempts to seek a clear and detailed explanation, yet you continue to ignore my rightful request.
  Since you refuse to engage in a transparent discussion, I am formally notifying you that I will be proceeding with the following actions:
  Filing a formal complaint with the ************************ (***) regarding unfair business practices and lack of due process.
  Reporting Thumbtack to consumer protection agencies and online business watchdogs for arbitrary enforcement of policies.
  Exploring legal options to challenge this unjust and non-transparent termination of my account.
  I demand a final response with a detailed and specific explanation for my account deactivation within 5 business days. Failure to provide this will leave me with no choice but to escalate this matter further.
  I expect a proper and substantive replynot another generic, automated response.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/12/2025

  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.

  I found a customer on the platform ********************** and completed moving services for a customer. The customer paid through the platform and the total was $1950. My account was later deactivated while the direct deposit for the completed job was pending. I have paid my employees and also paid for the resources to complete the job and I am left empty handed. I called Thumbtack and they basically told me I would not receive the funds for my completed work. I completed the job on March 5th and was randomly deactivated on March 11th.

  Business Response

  Date: 03/18/2025

  We understand your position, and we can appreciate how frustrating this situation would be.
  
  At this time we find the appropriate action has been taken. The action that has been taken is in accordance with our Terms of Use. You can find out more about "ACCOUNT SUSPENSION OR TERMINATION in our Terms of Use: *******************************************
  
  To review if the concerns that caused your account to be removed from Thumbtack please reach out to ********************************* Thank you for giving us. an opportunity to address your concerns.

• Initial Complaint

  Date:03/12/2025

  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.

  This has been an on going problem with Thumbtack. The send you leads and charge you for areas that are far outside your service area. Additionally for services you dont perform. Totally ignore repeated requests to refund the fees and in general have zero customer service. No phone number to call for issues and repeat the same issues over and over. The latest is a repeated refusal to delete my account. In fact my account was still not deleted as of this writing. They have not refunded the $77 to me charged for a lead almost 50 miles outside my service area. This is an issue that happens all the time and to an untold number of service providers. The problem for some is that this is the only way to get work so if they lose a few 100$ here and there they dont complain for fear of losing all the leads. I think you would be shocked if you actually researched this issue. I would be that it is 10s of 1000s in fees that would be in dispute if you asked for honest review by all the providers. I am fortunate that I dont need thumbtack to survive but feel really bad for those who do. If they did business right it would be a huge win win but I guess some companies just have to much greed.

  Business Response

  Date: 03/17/2025

  Thank you for reaching out to Thumbtack through the Better Business Bureau.
  
  We really appreciate your business with Thumbtack and were here to help answer any questions and provide information on our policies to help you be successful on the site. Our system will only allow customers to match with you if their job details including location are an exact match for the ones you've selected in your targeting preferences. This customer was able to match with you because your targeting is currently covering their location.

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

• Initial Complaint

  Date:03/11/2025

  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.

  Thumbtack has charged me over and over for multiple fake leads. They have yet to offer a refund for any of these fake leads.

  Business Response

  Date: 03/17/2025

  Thank you for reaching out again. We want to assure you that we are not in the business of scamming people; that would undermine our success. Our goal is to help you succeed.
  
  Leads are generated by customers who visit **********************, enter their job details, and select the professionals they want to work with. We value the professionals who use Thumbtack and have measures in place to ensure all leads are legitimate.
  
  We are always happy to review refund requests that fall within our refund policy, which you can find here: *****************************************************. However, please note that we do not offer refunds for unresponsive customers. Some customers may choose to only inquire and not proceed with the project, while others may move forward. Its essential to set the right expectations and evaluate your overall return on investment, rather than assessing each lead individually, as not all leads will convert into work.
  
  We do provide refunds for leads with mistakes, but we cannot refund for situations where customers are unresponsive, hire someone else, or change their minds. In such cases, consider these leads as part of your overall assessment of return on investment.
  
  Remember, if a customer doesnt choose to work with you, it doesnt mean the lead is lost. There are numerous situations where a customer hires a pro but later encounters issuessuch as the pro not showing up, not performing satisfactorily, or the customer feeling uncomfortable. In these cases, customers can revisit their ********************** messages and reach out to another professionalhopefully, that will be you!
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************
  
  We hope this information clarifies our policies regarding charges and refunds.
  

• Initial Complaint

  Date:03/09/2025

  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.

  Thumbtack denied refunds on 11/12 leads that were bogus, fake, and non responsive. Our Company received 12 leads from thumbtack most recently, and 11 of the 12 were not legit leads. Non Responsive, Incorrect phone numbers, and the leads do not even read your first response messages. They have "check" icon to show when the person reads a message. We submitted for the leads to be refunded, as they were non responsive and bogus leads that were really not looking for services that our company offers. 11 out of 12 were DENIED refunds, and they only refund the lowest price lead $11.80 out of all the leads that were submitted. This company has serious lead issues, does not take responsibility of their platform when it comes to the Thumbtack Pro's. They charge all the Pro's for the leads that they send out to multiple contract pros, and cause bidding wars with the consumer who originally submitted for the service request ( who pays nothing to thumbtack btw) Thumbtack seems to be careless towards the contractors who provides the services to the consumers. We will be discontinuing all business with Thumbtack and will not recommend or encourage any contractors or sub contractors to use their platform. As it is clearly made to scam and take $ from conctractors for a service that is not being requested by real people. I am requesting a full review, and would like to receive our money back, as we were not provided qualified true leads really looking for services. **************************** is the name of the company, contact email *******************************

  Business Response

  Date: 03/17/2025

  We sincerely appreciate your business with Thumbtack, and we take your concerns seriously. We are more than happy to answer any questions you may have and provide information about our policies to help you succeed on our platform.
  
  As you know, we operate as a lead-generating platform. Customers can reach out to you to learn more about your services. Whether or not you are hired, you are paying for the value of being connected to potential customers.
  
  Please note that all sales on Thumbtack are final and non-refundable, as stated in our refund policy under the "Thumbtack Fees and Taxes" section of our Terms of Use, which all users agree to upon signing up. However, we understand that every dollar counts for business owners, so there are specific situations where we may credit your Thumbtack balance.
  
  For more details, you can read about our refund policy here: ***********************************************************.
  
  To request a refund, please follow this link: *********************************************************************.
  
  If you have any additional questions that Thumbtack can assist you with, please contact us here: ******************************************************************.
  

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23041743
  
  I am rejecting this response because: I have already read all the information you sent, I have submitted for refunds as stated in my original request thru BBB. This seems to be another automated, standard AI response. No Solution offer, No Trying to Save an Account of a Pro Account. I am canceling my account, and I will not be doing any futrher business with your company. As i have researched a lot more since this filing, ************ is a laughing joke all over the internet. Especially in my industry. Your company has a bad reputation and i completely understand and see why now. I doubt anything will come of this, but if you would like to do the right thing. Refund me. 
  
  Sincerely,
  
  ******* ********

  Sunshine Pristine Clean

  Business Response

  Date: 03/19/2025

  Thank you for following up with Thumbtack through the Better Business Bureau.
  
  We appreciate your feedback and understand your frustration regarding your recent experience. We want to clarify how leads on our platform work, as well as address your refund request. 
  
  When you sign up for a Pro account, you gain access to leads tailored to your industry, generated based on specific criteria to connect you with potential clients. We strive to ensure that these leads are relevant and useful, but we recognize that the quality can vary. 
  
  We acknowledge that your refund request has already been denied, and we are sad for any disappointment this may have caused. We understand your decision to cancel your account, and we sincerely appreciate your candid feedback. Thank you for sharing your concerns with us.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23041743
  
  I am rejecting this response because: Most of the leads that were sent under the Pro account were bogus, scam, and or non responsive. How do you expect people to close leads and be sucesseful off your platform when the leads are not good at all. This is why i requested refunds, and this is why i am leaving your platform. The leads are JUNK, and ************ just takes money from multiple pro's off the same potential leads *which creates other issues as well) And Thumbtack doesnt take responsibility for these fake, scam, poor leads. I am requesting a refund for all the leads that were not responsive, wrong #'s etc... If we dont receive refunds and or some type of offer to be taken care of. We will be leaving a negative review for all to read.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/24/2025

  Thank you for sharing your concerns. We take them very seriously. Unfortunately, the lead fees you have reported do not qualify for a refund.
  
  We greatly respect the pros who use our site and the money they spend with us. As part of our Quality Commitment, if you have issues with a phone number provided by a customer, you can request a refund. In your request, let us know why you believe the phone number is invalid, such as a disconnected or fake phone number. Please be sure to be as specific and thorough as possible. While we may refund for fake phone numbers (like ************, for example), were not able to refund non-responsive customers.
  
  Please keep in mind we will review any concerns you report to us about refund requests, but some requests may not qualify for a refund. You can read more about our refund policies and requesting credits here: ********************************************************************************. ******************************************************************************************.
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23041743
  
  I am rejecting this response because: Does not resolve anything, and you have lost a client now. I am certain you will be losing many more in the future.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:03/07/2025

  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.

  So I was told how to use thumbtack by an agent* he said basically I dont get charged for leads I dont have interest in that I dont want. So I said that makes sense as long as I dont reply I wont get charged correct. So I called back and was told I was going to get a call back from my rep * I never did get a call back. About a month later I called the 800 number trying to get ahold of him they told me it was rhe wrong number but would have someone reach out. I said ok that works. I didnt hear back again So I decided a little time later that hey seems simple enough. So I opened an account with the assumption that my 80$ month would be a max budget anyway and that I wouldnt be charged until I opened the persons lead respond to them. Which again makes sense. So I leave to go to a funeral and money was really tight at this point. And I had a job the week prior so I didnt really look at my account because again not getting charged right if I dont the lead. Wrong magically I get charged $500. I tried to call them and ask if there was way to help me out here I was told I wouldnt be charged unless basically I chatted. And they said we will help and they didnt. **** said we cant give you any money back and not only they wanted me to keep using the site. I have a refund request out and **** basically said sorry we stole money from you and you were too stupid to read the fine print. So why would I use this site if they dont help someone who made an honest mistake because of a misunderstanding. I even said baby give me my $ back and we will be all good and I can start over on the site. A fresh start it appears they have 0 compassion and took my house payment A couple of the agents I talked too were helpful but good luck with making me suggesting this site to the hundreds of contractors I know. I will be sure to tell them to run unless this issue is resolved

  Business Response

  Date: 03/14/2025

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