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:05/15/2025

  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 had used thumbtack over 6 years ago for finding piano students. Back in the day we were able to accept or not a lead before paying.Since then they have hiked their prices and charge your card AUTOMATICALLY even if the lead does not work out for you.First of all, I have put my ad to be only for ******** AND ********* but I received an automatic lead from ********** which had also contacted 5 other pros.Not only did I NOT CHOOSE NEW JERSEY, the lead did not contact me directly. They send leads randomly to 5 pros in order to make money out of us without getting an actual job.I paid $26 dollars for a job that would be $65. Not only would this not work for me since I only work in ******** AND ********. The lead did not even respond since they have 4 other pros to choose from.I had asked since then for thumbtack to refund me because I DO NOT WANT LEADS FRON **********. I ALSO DONT WANT THEM AUTOMATIC, I WANT TO CHOOSE WETHER THE *** IS WORTH ME PAYING FOR.They have refused, their policies and IN BAD FAITH COMPLETELY. I told them I never put my ad to ********** and that I should be refunded for so.I AM ASKING TO BE REFUNDED FOR THIS LEAD AND FOR MY ADS TO BE SET UP ONLY FOR ******** AND *********. STOP BEING IN BAD FAITH, YOU GUYS MAKE MONEY FROM CHARGING THE PROS NOT THE LEADS WHO CONTACT US!!!!!

  Business Response

  Date: 05/15/2025

  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 - **************************************************************************
  Setting up your travel preferences - *********************************************************************; You can read more about our refund policies and requesting credits here: ************************************************************************************
  
  If you still have concerns with the leads you are being charged for, please give our Support team at **************. 

• Initial Complaint

  Date:05/13/2025

  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.

  Got an issue with a customer that ******************** is siding with instead of resolving it fairly. It wasnt even a customer and poor review was left due to me not replying to them.

  Business Response

  Date: 05/13/2025

  Hi *****,
  

  Thanks for sharing your concerns. We understand how frustrating it can be to receive a negative review, especially when you feel it doesnt reflect an actual customer experience.
  

  Weve looked into this further and see that you're already in contact with our support team. Theyve reviewed the situation and confirmed that the review in question does not violate our Content and Review Policy, which is why it remains on your profile.
  

  While we recognize this may not be the outcome you were hoping for, our policies are designed to support transparency and fairness across the boardfor both pros and customers. If you have additional context or concerns, we encourage you to keep working with the support team directly, as theyre best positioned to assist you further.
  

  We appreciate the work you do on Thumbtack and thank you for being part of our pro community.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23324106
  
  I am rejecting this response because:
  It doesnt not reflect transparency and fairness in anyway. I didnt reply to a customer because I got in an accident and took still trying to fix the mess that I went through. The customer has no reason to leave a review just because I didnt give them a reply. You need to consider both and be fair on both ends. 
  Sincerely,
  
  ***** **********

  Business Response

  Date: 05/14/2025

  We understand how upsetting a negative review can be. However, reviews are a huge part of the Thumbtack experience for our customers, and we allow them to leave a review once the connection to a pro starts so that they can share their experience. 
  
  When negative reviews occur, we always encourage our pros to respond with their side of the story. This helps capture your experience, which future customers will also find very helpful! 
  
  If you have any remaining questions or would like help crafting your review response, please call our Support team at **************. We are here to help!
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23324106
  
  I am rejecting this response because: the response is not a resolution to the original problem. That is why I reached out to BBB to help out with this. I do feel that this is extremely unfair to the pros. Like I said may be I was in coma after the accident and couldnt reply and Im the guilty one? This makes no sense. So I will reject anything they have to offer unless this is resolved.
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 05/15/2025

  Due to our current review policy, we are unable to remove reviews. As we mentioned in our previous response, we strongly encourage you to reply to this negative review by sharing your perspective and providing any necessary clarifications.
  
  For more information about our policy, please follow this link: ***********************************************************************.
  
  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23324106
  
  I am rejecting this response because:
  
  Sincerely, your policy needs a serious change. The fact that common sense is out of the picture on this and I hope you do realize how unfair this is.
  
  ***** **********

• Initial Complaint

  Date:05/13/2025

  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 registered as a thumbtack professional on April 22nd. The app advertises your small business and gets you noticed. The only reason the worker should be charged is if they approve a job or clients responds to them. After being on app maybe less than a week and havent accepted any jobs or leads the company charges me $325. I had to cancel my debit card and report charged fraudulent.

  Business Response

  Date: 05/13/2025

  Thank you for reporting this feedback to us! We're excited for your journey on Thumbtack and would love to help you find success. 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. You are only charged for a job that matches the targeting preferences you have set. 
  
  All sales on Thumbtack 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.
  

  It looks like you are already in conversation with our team regarding these charges. We encourage you to continue to work with our Support team, as they can dive deeper into your account and review these lead refund requests you have submitted. 

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23322795
  
  I am rejecting this response because:
  
  Sincerely,
  
  Davunda *******

• Initial Complaint

  Date:05/11/2025

  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.

  Ive had a very negative experience with Thumbtack. As a service professional, Im charged for every lead they send me even though the same lead is sent to multiple pros at the same time, sometimes up to 8. If a client chooses just one, all the others lose money for nothing.The cost per lead is high, and most clients dont even respond. Ive spent significant money on leads that went nowhere, and theres no option to refund or dispute most charges. Their system feels predatory it encourages spending without guaranteeing any return.Thumbtack should only charge when a client actually engages with a pro, or at least limit the number of pros contacted per lead. I believe this model is unfair and hurts small business owners trying to grow.

  Business Response

  Date: 05/12/2025

  H Romanov,

  Thank you for sharing your feedback. We understand the concerns you've raised and truly appreciate you taking the time to express them.

  Thumbtack is designed to help professionals connect with customers, but we recognize that not every connection leads to a successful outcome. We know that investing in leads is a big commitment, and its important that the platform delivers value in return.
  

  We also acknowledge that not every lead may feel like a good fit. While our current approach doesnt allow for disputes or refunds in most cases, were continuously evaluating our systems and policies to better support small business owners and their long-term success.
  

  Thanks again for reaching outwe take this feedback seriously and are committed to ongoing improvement.

• Initial Complaint

  Date:05/10/2025

  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.

  May 5, 2025 was the date of the transaction. The service man has not contacted me nor has he attempted to resolve the issue. He has not been to the facility to finish putting a bed together for a senior citizen. He was paid $40 to begin the work. He has not been. When I call, another person's telephone number shows up and this is the same number he listed on Thumbtack. I disputed this issue with Thumbtack and they said that he did not accept the work. However, he did agree and he asked me to pay for the work.

  Business Response

  Date: 05/12/2025

  Thank you for reaching out to us about this, ******. We're very sorry to see that you have concerns with the pro 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. They recently sent you a follow-up email on May 12th, 2025. If you have further questions, please let the Trust and Safety specialist you've been working with know.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23312573
  
  I am rejecting this response because:  I want the $40.00 sent back to my account which was sent through CashApp. 
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 05/13/2025

  Hi ******, 

  Thank you for following up.

  We understand that youre currently working with our Trust and Safety team regarding your experience with ST Handyman Services. They are best positioned to assist and are actively reviewing your case.

  While Thumbtack acts as a third party in these matters, we hold all service professionals on our platform to high standards and expect them to address any concerns that arise with their customers. **** from our Trust and Safety team is working with both you and the service provider to move toward a fair resolution. She has also requested any relevant documentationsuch as proof of payment, contracts, messages, or photosto help support this process.
  

  We appreciate your patience and encourage you to continue working directly with ****, who will remain your main point of contact as the review continues.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23312573
  
  I am rejecting this response because:   I gave them proof of this payment.  This is proof of payment.
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 05/14/2025

  Hi ******,
  Thanks again for sharing your concerns.
  We see that youre currently working with our Trust and Safety team regarding your experience with ********************. Theyre the team best equipped to assist you with this matter and are actively reviewing your case.
  If you have any additional documentationsuch as proof of payment, messages, or photosplease be sure to submit those directly through your existing ticket with the Trust and Safety team. Thats the best way to ensure your information is received and properly reviewed.
  We appreciate your continued patience as the team works with you toward a resolution.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23312573
  
  I am rejecting this response because:  I have not received the payment back. 
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:05/09/2025

  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.

  I hired a company utilizing the website/platform "Thumbtack" where you can hire vendors or companies for work and services. I've used them before. The company ************ and Moving was hired for a move from ******* to ***** days before the delivery and pick up on 5/9. I requested an invoice and then made payment. I hired this person, ****** ******* and they deleted their account on the platform then start ignoring my calls and texts. The platform Thumbtack shared they would investigate but I am apalled at their inefficiency and accountability. I discovered the person is a known criminal and has been arrested for fraud and attempted murder. This company should be banished for not only allowing criminals use their platform for scamming people using multiple fraud companies and taking their hard-earned money.Also, what is their background check process. This is truly unbelievable and Thumbtack has a known history of shady vendors or false leads. I am reporting both parties for fraud, theft, breach of contract, and Unfair or Deceptive Trade Practices.

  Business Response

  Date: 05/12/2025

  Hello ********,

  Thank you for bringing this matter to our attention. Were sorry to hear about your experience and appreciate the opportunity to address your concerns.

  Thumbtack is a platform that connects customers with independent service professionals. While we facilitate these connections, professionals operate as independent businesses and are solely responsible for their services, including scheduling, communication, and payment arrangements.
  

  Upon receiving your report, our Trust and Safety team reviewed the details you submitted and reached out with next steps to help you seek a resolution, including a refund request through the Thumbtack Guarantee. We encourage you to complete the form sent by our team so we can continue to support you through that process.
  

  With respect to your concerns about background checks: Thumbtack requires all account owners to complete and pass a criminal background check in accordance with applicable laws and screening standards. In this case, the account in question was registered under ***** ********, who successfully completed our background screening. While the background check did not extend to other individuals associated with the business, we are conducting a full internal review based on the additional information youve provided.
  

  We take these matters seriously and are committed to supporting a safe and reliable experience on our platform. Thank you again for bringing this to our attention. Our team remains available if you have any questions or require assistance with next steps.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23310854

  I want to elaborate on this complaint which resulted in a safety risk, financial loss, and complete lack of customer protection. I used ********************** to hire a service provider, who accepted a deposit and then vanished without completing the job. Thumbtack should implement mandatory document uploadssuch as proof of insurance, business license, and a standard invoice templatethat professionals must complete and verify before being listed on the platform.

  Upon conducting a basic online search, I discovered the individual ****** ******* had a criminal history, including charges related to fraud and violenceyet they worked around the system to get approved to operate freely on Thumbtack under what appeared to be multiple business identities with accomplice ***** ********.

  There was no notice of the individuals account being deleted, no outreach from Thumbtack, and no attempt to facilitate an alternative service or refund upfront. Only after I initiated follow-up multiple times and submitted documentation did they begin a refund processwhich remains unresolved. This left me to bear the financial burden, disrupt my move, and spend considerable time contacting authorities and agencies for help.
  

  My main concerns are as follows:
  Lack of proper background checks: Thumbtack claims to screen pros, yet this individual clearly bypassed safeguards. Many other reviews online describe similar scams and poor screening.

  No secure payment system: Thumbtack does not offer an internal payment mechanism, leaving customers exposed to theft with no platform accountability.
  Failure to follow up or provide alternatives: Once the fraud was reported, the platform took no initiative to assist or resolve the matter efficiently, nor did they communicate proactively.
  A growing number of customers have experienced similar situations, including fraudulent leads and unresponsive clients as well as unexplained account deactivations suggesting this is not an isolated failure but a systemic issue.
  

  I am requesting:

  Consumer protections be reviewed and strengthened, particularly regarding platforms that connect users with independent contractors without secure transactions or real background checks.
  This experience has caused me distress, financial loss, and exposed me to personal safety risksall due to trusting a platform that promotes safety and professionalism without enforcing it. I appreciate your time and attention to this matter and urge you to take appropriate action.

  Business Response

  Date: 05/13/2025

  Hi ********,
  

  Thank you for sharing these additional concerns. Were very sorry to hear how this experience impacted you and appreciate you taking the time to raise these important points.
  

  Our records show that youve been working with ******* from our Trust and Safety team, who initiated a refund process for the $150 deposit you paid through a third-party platform. As of now, that refund is in progress through our Thumbtack Guarantee. If you havent yet received the payment email from ************ or are running into any issues, please dont hesitate to let us knowwe want to make sure youre supported through that final step.
  

  We also want to take a moment to acknowledge the seriousness of the issues you raised about the service providers identity and background. While Thumbtack requires that business owners on the platform pass a background check, we understand your concerns around others potentially involved with the business and take these reports seriously. An internal review has been opened in response, and the associated account has already been removed from our platform.
  

  We appreciate your feedback regarding documentation, background checks, and secure paymentsits been shared with the appropriate internal teams as part of our ongoing evaluation.
  

  We understand this situation caused distress and disruption, and were committed to learning from these moments to improve the experience for everyone who uses Thumbtack.

• Initial Complaint

  Date:05/06/2025

  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.

  During the month of May 2025, I have been receiving leads for vehicles that don't exist and for services that are illegal.

  Business Response

  Date: 05/08/2025

  Hi *****,
  

  Thanks for taking the time to share your concerns.
  

  We understand how frustrating it can be to receive leads that dont align with your expectations, and weve carefully reviewed your feedback and past communications with our support and refund disputes teams.
  

  Thumbtack is a platform that connects customers with local professionals based on preferences both parties set in their profiles. In this case, the leads in question were matched to your account based on the passenger capacity range you previously selected, which included 2140 people. Thats why these leads were sent to you and why the associated charges were not eligible for a refund under our current policy.
  

  Weve shared steps with you on how to update your service preferences to prevent this from happening in the future, and our team is always here to help walk you through that process if needed. If youd like to discuss strategies for improving your results going forward, were happy to support you through our available channels.
  

  Lastly, we want to reiterate that our support team is here to help with new issues or concerns. However, we are unable to revisit matters that have already been thoroughly reviewed and resolved.
  

  Thank you again for sharing your experience.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23296175
  
  I am rejecting this response because:

  I called the company 4x and requested a phone call with a manager to resolve this matter as well as the quality of leads with respect to inaccurate information that we are receiving. All I received was an email from someone named ***** at Thumbtack who was very unprofessional and refused to call me. Very shocking when I spend hundreds of dollars a week on advertising. They do not respect their customers anymore. 

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

  Business Response

  Date: 05/09/2025

  Hi *****,
  

  Thank you for following up.
  

  As previously explained, the leads in question were matched to your account based on the *************************************** your service preferences.

  Because these leads aligned with your stated settings, they were not eligible for a refund under Thumbtacks current policies. Weve already shared how you can adjust those preferences to avoid similar issues going forward.
  

  While we do strive to resolve concerns through the most effective channels, were unable to provide phone support when a case has already been reviewed and closed by multiple teams. Repeated contact about previously addressed mattersespecially when accompanied by unprofessional conductresulted in the removal of phone support from your account. This decision was made in accordance with Thumbtacks policies and will remain in place.
  

  That said, we continue to support you through chat, text, and email for any legitimate new concerns. If you need help refining your targeting preferences or improving lead quality, our team remains available to assist.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23296175
  
  I am rejecting this response because:
  

  I was not abusive or rude to anyone. I am simply requesting some answers to questions that have not been provided to me. This is very unprofessional so I will be taking my business elsewhere as this company does not respect its customers.  It takes 5 minutes to make a simple phone call.

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

• Initial Complaint

  Date:05/05/2025

  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 writing to file a formal complaint against [Company Name] regarding a lead generation service I purchased on October 13, 2024, for $58.11. The service promised to provide credible leads but instead resulted in a bogus lead. After contacting the company and requesting a refund, they issued me a credit rather than honoring my request for a full refund.Since receiving the credit, I have made numerous attempts over the last six months to use it for a valid lead. Unfortunately, each attempt has been unsuccessful, and I have been unable to find a suitable lead to apply the credit to. Additionally, the cost of leads has now increased to over $100, making the credit I have no longer beneficial or usable.Given that the leads are being manipulated by other vendors rather than coming directly from actual consumers, I would never agree to pay this inflated amount. In light of this, I have requested that the company either mail me a check for a full refund or refund the amount to my original payment method.However, the company is now refusing my request, claiming that I waited too long to ask for a refund. They did not advise me of any specific time frame for requesting a full refund, and I was not made aware of such limitations. Therefore, they are effectively holding my funds hostage.I am seeking a full refund of $58.11, either in the form of a check or a reversal to my original payment method. I believe the company is acting in bad faith by refusing to issue a refund and failing to provide the service as advertised.I would appreciate your prompt assistance in resolving this matter.

  Business Response

  Date: 05/06/2025

  Thank you for submitting your concerns to us. We are more than happy to walk through our refund policy more in depth with you to hopefully help add clarity around your situation. 
  
  All sales on Thumbtack 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 are a couple of things to keep in mind about refunds -
  
  1) Refunds typically take 2 to 3 business days to process, but it may take up to 5 business days to resolve a refund needing further review.
  
  2) Leads that qualify for refunds will be refunded to your Thumbtack balance to use toward future leads.
  
  3) If youd like your refund to be sent back to your original form of payment (such as your credit card on file), contact us within 10 business days of your original refund request approval and let us know.
  
  Unfortunately, since you did not reach out to us within 10 days we were not able to refund the lead to your original payment method, but the refund can still available to use towards future leads. However, it looks like our management team did refund this lead charge back to your original payment method as of 5/52025. This should take 7-10 business days to arrive back to your desired payment method. 
  
  We greatly respect the pros who use our site and the money they spend with us. All leads on Thumbtack go through a verification process, and we don't allow fake leads on the site. We hope this refund exception will help you find greater success on Thumbtack!
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23289495
  
  I am rejecting this response because: After mentioning I would contact the BBB, a representative advise he would return the funds to my original payment method. I have not received it yet but would like to keep this open until I see the funds. I will give them 10 calendar days since transfers usually take 3.5 business days to happen.
  
  Sincerely,
  
  ******* V *******

  Business Response

  Date: 05/08/2025

  Your refund will be sent back to your original payment method 7-10 business days. Thanks for checking on that! 

  We appreciate your patience while we work to resolve this refund concern.

  Customer Answer

  Date: 05/09/2025

  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,
  
  ******* V *******

• Initial Complaint

  Date:05/04/2025

  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 new to the ************ am serving Handyman ******************** assembly Every time a customer requests me by sending me a message it cost me money. A lead fee should not be based on a ************** having a conversation. No Hire why am I charged for a dead lead . Regardless leads should Not be based on Customer seeing my profile & picking me but when I realize its 1.5 hours away for a $60 - $100 so price goes up & I have to pay for this *************** changes their mind. For all I know Thumbtack could hire people to send pro messages to hire & after pro agrees they disappear or change their mind & now thumbtack has their fee.1 refund I noticed but this scares me for doing future business ******** **** **********************

  Business Response

  Date: 05/05/2025

  Hello ********, 

  Thank you for reaching out through the Better Business Bureau to share your feedback. We understand your concerns around being charged for leads that didnt result in work and how frustrating that can feel when youre getting started.

  We reviewed your account and can see that our support team has already taken a closer look at a couple of recent leads, processed refunds where appropriate, and shared some recommendations to help you refine your settings going forward.
  

  We know that distance and pricing can impact whether a lead is a good fit, and updating your preferences regularly is one of the best ways to ensure youre connecting with the right customers.
  

  If you ever want additional support or personalized tips on how to make the most of the platform, our Support Team is always here to help. You can also visit our *********** for more info on how lead pricing and targeting works.
  

  We appreciate you giving Thumbtack a try and hope we can continue to support you as your business grows.

• Initial Complaint

  Date:05/03/2025

  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.

  Thumbtack is using fake customer's to get you to pay for a direct leads. And will not refund me when I prove the customer number is fictitious

  Business Response

  Date: 05/05/2025

  We really appreciate your business with Thumbtack and we take your concerns very seriously. Were happy to help answer any questions and provide information on our policies to help you be successful on Thumbtack. 
  
  
  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 reach back out to us here: ******************************************************************
  

  Customer Answer

  Date: 05/07/2025

  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,
  
  ***** ****