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 Draper, UT 84020-5480

• 

  Thumbtack, Inc.

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

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:09/17/2024

  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 used thumbtack for my business for a while now a little over 4 years. im a top pro with more than 400 reviews. in the past two weeks i received Leads from FAKE accounts and since i been charged for these leads for over 450$ from more than 10 requests. the funny part about it is that thier phone number is ************ ************ ************ ************ ************ ************ ************ and thumbtack support does not see the link between these accounts and the charges. the customer that does not respond and the phone number that used is belong to totally different person that have no clue that someone used his phone number to create this request.after talking to the support team, calling and chatting with the team more than 3 times i realized that this matter wont be resolved and i wont use thumbtack again since they do not protect the people that do pay them money.i used thumbtack for over 3 years and paid on avrage 4000$ each month for those leads.

  Business Response

  Date: 09/24/2024

  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. If you ever encounter a suspicious lead, please report it to us right away here: ***************************************************************************. We'll look into the situation and take appropriate action as needed.
  
  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.
  
  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. If you ever encounter a suspicious lead, please report it to us right away here: ***************************************************************************. We'll look into the situation and take appropriate action as needed.
  
  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: 09/25/2024

   
  Complaint: 22298675
  
  I am rejecting this response because:
  1.i used the thumbtack support 4 times trying to resolve thst including  talking to a supervisor and neither of them did not think it's unusual  to get 12 requests from numbers with one different digits.

  2. The reaponse i got here did not reply to my problem and just stated thumbtack  policy  , however beside that there is also the human factor that we need to judge things and not only go by the script that they have in thier policy.

  3.the information  provided is false since there is no verification process needed to create a request  on thumbtack  and there is no screening done. 

   

  Sincerely,
  
  ***** Mishaev

  Business Response

  Date: 09/26/2024

  Thank you for following up with Thumbtack through the Better Business Bureau.
  
  Please know that our Service and Support team has meticulously reviewed your case, and we want to assure you that the decision presented is final. We understand that this might not be the outcome you were hoping for, and we sincerely appreciate your understanding in this matter. 
  
  At Thumbtack, we are committed to maintaining a trustworthy and secure platform for both our service providers and our customers. To uphold these standards, we have implemented a thorough verification process for all customers who use our platform. This ensures that our service providers are connected with high-quality leads, fostering a productive and positive environment for all parties involved. 
  
  We deeply care about your experience and the concerns you've raised. If you have any further questions or need clarification on the decision, we encourage you to reach out to our Service and Support team once more. We are here to assist you and ensure your concerns are addressed. 
  
  Thank you for your understanding and cooperation. We look forward to assisting you further and hope to continue serving you to the best of our ability.
  
  

• Initial Complaint

  Date:09/16/2024

  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 repeatedly charged users cards. The service overcharges customers for sub standard referrals. I was repeatedly charged over $200 after I tried to pay off a past due charge with my debit card. I did not authorize these charges

  Business Response

  Date: 09/23/2024

  ****, 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. Please keep in mind not all requests will qualify for a refund. You can read more about our refund policy here: ***********************************************************
  Here is how to request a refund: *********************************************************************
  As a user-managed platform, each pro is solely responsible for controlling their account. Different types of leads can cost different amounts. Our goal is to make the cost match how valuable the job is. Prices will vary since a job's value can change based on things like project size, how many pros are available, and your market. For example, instant bookings cost more than regular leads because you're more likely to be hired. Based on the information you provided the Better Business Bureau we see you have currently decided to step away from using Thumbtack, but if you decide to return here are some links to help you with setting your lead price preferences:
  ***********************************************************
  *****************************************************************
  *********************************************
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************
  
  

• Initial Complaint

  Date:09/16/2024

  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 am submitting this complaint regarding Thumbtack, Inc., based on their advertised guarantees about the quality of pros on their platform. I hired a company, ************, through Thumbtack for junk removal and additional backyard work in preparation for my wedding. Mr. ****** ****, who initially identified himself as the companys manager, completed the junk removal and offered to take on further work. He later revealed that St. **** was, in fact, his own company. I paid him $1,439.50 for the next project, with the remainder to be paid upon completion. However, Mr. **** repeatedly missed deadlines and demanded more money than agreed. When I refused, he abandoned the job just days before my wedding. This led to him being aggressive and illegally dumping debris on my property, which led to police involvement.Please see the attached document for critical details.

  Business Response

  Date: 09/23/2024

  ****, Thank you for sharing your concerns. We understand your position and recognize how difficult this experience has been with the pro you hired.

  We have reviewed your report to our Trust and Safety team. It looks like our Trust and Safety team has exhausted all their resources and they have provided you with next steps on how to pursue the pro you hired outside of Thumbtack through your local resources. 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, the pro you hired has not taken those steps to work with us. Though wed like to help further, we are limited in the assistance we can offer and have taken the action we can as a platform. Ultimately, the pro you hired is responsible for resolving your concerns. At this time, we encourage you to explore your local resources to further pursue a resolution from the pro, such as your local small claims court. 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 you've been working with.

• Initial Complaint

  Date:09/16/2024

  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.

  These guys are scumbags. They never refund bad leads. I just got charged $175.87 for a lead. When I contacted the client the job description sounded more like a maintenance job. We are a ***************************** We don't clean and mess with fire extenduishers and smoke detectors as well as vents. Secondly the client was a third party broker her who posted the job after the walk through was finished. Our profile clearly stays we provide quotes after walk throughs. This is the first time using this service after staying away for almost a year. Thinking of just shutting down the account. They take advantage pros...

  Business Response

  Date: 09/20/2024

  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: ******************************************************************

• Initial Complaint

  Date:09/14/2024

  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 blocked my phone number, hanging up on my calls holding me in a dispute process when the company I paid isn't answering any communication. They aren't giving me my refund of ****** paid to a transportation service. they just drop the ball and evade me as a customer,PLEASE REFUND MY ****** ASAP.THANK YOU,****** *****

  Business Response

  Date: 09/17/2024

  Thank you for sharing your concerns with Thumbtack through the Better Business Bureau. Please remember to be professional when contacting Thumbtack. We ask that you connect with Thumbtack through written communication. You're welcome to reply back to any emails you have received to further explain your concerns, or you can contact us here: ****************************************************************** or at ********************************* We look forward to assisting you further.

• Initial Complaint

  Date:09/12/2024

  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.

  **Subject:** Request for Refund Due to False Lead Dear Support or to whom this may concern,I hope this message finds you well. My name is **** H ********, and I represent Worth Cleaning. I am writing to formally request a refund for a lead we received through your platform, which was not legitimate and does not meet the standards for quality leads.On [09/10/2024], we received a lead from Thumbtack, an individual who initially appeared to be seeking cleaning services. However, upon further communication, it became clear that this person had no intention of hiring our company for any services. Instead, they were solely interested in pursuing employment opportunities with our business. This misuse of the platform has caused a significant waste of our time and resources.I would like to emphasize that this individual was never a potential client, and I strongly suspect that they have a history of contacting businesses for employment purposes rather than for the services offered. I believe a review of this individuals history on Thumbtack will show that they have not hired any companies and likely do not intend to in the future.This false lead has negatively impacted our business by diverting our attention from genuine clients and taking up valuable time. According to Thumbtacks lead quality policies, I believe this situation qualifies as an invalid lead, and I am therefore requesting a refund for the cost associated with it.I kindly ask that you review this case and the leads history on your platform to support my claim. Thank you for your time and attention to this matter. I look forward to a prompt resolution and a refund. Should you require any additional information, please feel free to contact ******* regards, **** H ******** Worth Cleaning **************

  Business Response

  Date: 09/16/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau.
  
  We 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: 
  
  *********************************************************************
  
  Please refer back to the email sent to you by our supervisor team. They will be able to address any specific questions you have. If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22274679
  
  I am rejecting this response because:

  Despite your efforts to explain the business policies, I continue to feel that my concerns have not been properly acknowledged. Due to the lack of communication and the systematic response from your end, my return request consistently gets denied without a proper review of the facts and details I have provided.
  
  I appreciate your businesss direction, but the issues Ive raised are not being observed or addressed appropriately, which is frustrating.
  
  Thank you for your time.
  
  Best regards,  
  **** ********
  
  

  Business Response

  Date: 09/20/2024

  Thank you for providing this information. 
  
  Our team will be reaching out to you directly about this matter. Please keep an eye out for an email from our team. 
  
  Thank you for providing this feedback. 
  
  We hope to hear from you soon! 
  

• Initial Complaint

  Date:09/11/2024

  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.

  Fraud.Flat out fraud.The company "automatically" charges for "leads" that are fake, not within serviceable area, not in the field of specialization.

  Business Response

  Date: 09/16/2024

  Thank you for reaching out ot Thumbtack through the Better Business Bureau.
  
  We greatly respect the service providers 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. If you ever encounter a suspicious lead, please report it to us right away here: ***************************************************************************. We'll look into the situation and take appropriate action as needed.

• Initial Complaint

  Date:09/11/2024

  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 Paid a contractor on Thumbtack to do a job that he not only didn't fully complete he damaged my home and Thumbtack is failing to Honner their Thumbtack Property Damage Guarantee because I didn't want him to come back to my house for a 4th time to cause more damage. They just want me to file a lawsuit against the contractor. I Chose thumbtack for the peace of mind that If something went wrong they would have my back buy they didn't

  Business Response

  Date: 09/16/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau to share your experience. We are sad to hear your project didn't go as you expected.
  
  We have reviewed your concerns based on the information you have provided and find that Thumbtack has exhausted all resources available to us to help you and the service provider move forward.
  
  While weve taken all the steps available to us to help, there are additional steps you can take to resolve this concern. We recommend looking into what resources are available in your area to help you hold the service provider responsible. 
  
  We greatly appreciate you bringing this concern to our attention and helping us protect our Marketplace, and wish you the best moving forward. While we understand this was not the solution you were seeking, we want you to feel empowered to take whatever action outside of Thumbtack you feel is appropriate to pursue a resolution from the service provider.  If there is any way that Thumbtack can support you in those efforts, please dont hesitate to reach out to us.
  
  We wish you the best moving forward. Please let us know if you have questions by replying to your email from Trust and Safety, and well provide any assistance we can to help you move forward.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22269381
  
  I am rejecting this response because:

  What steps have you done to help me exactly besides telling me to sue them when your website is supposed to be the one protecting me. Give me a legit answer as to why you think its appropriate to require him to come out 4 times to fix the issues before you'll honor your own policy. He got nasty when he was over last and i don't feel confrontable having him in my house around my wife when I'm not home and out of state. I don't have the time, money, or resources to sue him while I'm out of state working. Please have an independent contractor come out and look at my house if you must to see the type of work he did and the damage he did to my house. I also see you guys have deleted my review Under Sebastian handyman services in ********** SC which reads

  "This review is a reflection of ********** his Company, and Thumbtack. I Hired him to Paint 90% of my house while I was in ****** for the month... this included Primer and painting the Walls, Ceiling, Doors, and Trim before I moved in. I also paid him to patch all the holes in the walls. I was replacing my carpet so I told him he didn't need to worry about getting paint on it and he took that literally and carried this mentality throughout the house. First issue is he's super slow to respond once you have paid him, the second issue is he charged me a lot for materials and told me he would be using primer which he didn't. I told him what grade of paint I wanted and he bought the cheapest and basically tried telling me it was the best when I've used it and it in fact isn't. I should have stopped him there but I already sent him half the money and was stuck. So here is when painting begins, he painted the house and when he was done I had my inlaws look at the house which they said he missed some stuff, so he came back out and sent me pictures. From the pictures, I could tell he missed some stuff so I made him go fix it. At this point I just got home and was able to see it for myself and right away I noticed 2 things.. first I could tell he didn't paint 75% of the doors and the ones he painted he just did touch-ups on them. i know this because the new white I used on the doors was slightly different and it was pretty obvious. The second thing I noticed is he didn't patch anything just painted over everything. This made me start looking deeper where I realized he didn't prime the walls, he got paint all over my flooring throughout the house, he painted over dog hair and cobwebs from the previous owners and areas I told him to touch up he came back and used a corse paint brush on walls he sprayed so it stands out. He didn't paint behind outlets just over them completely, he painted my air vents because he said they saw rust and mold when we just had a mold inspection done. He painted my ceiling lights, countertops, ******, bathtubs etc. The house was a mess!!! When I called him to come back over he set a date later that week and when he came back I walked around the house with him showing him what needs to be fixed. He then proceeded to tell me I was being to nitpicky and its just fine after I paid him thousands to do a job he didn't do. Again having already paid him I was stuck and let him direct his worker to fix the stuff. I left the house for a few hours and the worker had done basically nothing and just leaves without saying anything. I was left with a house with a poor paint job, paint all over stuff It should be on, stuff left disconnected and more. i spent over a week and hundreds of dollars fixing his mistakes before I moved in. I contacted Thumbtack and they were no use on their Guarantees because they wanted him to come out for a 4th time after he started getting hostile. He also said I approved the work which is not true and they said its his word against ********* time money and headaches by not using this *********** and Thumbtack.i have hundreds of photos to back my claim"

   

  Please have a better response than this, every time i schedule a call it gets canceled and the **** say the same thing. I have a legit claim and it feels illegal what Thumbtack is doing. 
  
  
   
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 09/19/2024

  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. We have reviewed this matter and provided clarity to our process.
  
  If you have any questions about this matter, please respond to email thread with our Trust and Safety team. The last email they sent to you was July 29, 2024. They will be best suited to answer your questions. 

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22269381
  
  I am rejecting this response because:
  The last email I received was them cancelling my phone call request because they said there isn't anything they can or will do about my situation. Why don't you guys do some research instead of going back and forth on here making yourself look bad? 

   

  All I'm wanting is what one of your pros did to my house fixed and this can be done by you honoring your own policy. 

  I want a reason as to why I have to have a "pro" come out 4 times before this guarantee policy comes into play. 
  
  ******* *********

  Business Response

  Date: 09/25/2024

  Thank you for reaching out to us about this matter. We're truly sorry to hear about your concerns regarding the service provider you hired through our platform. 
  
  At Thumbtack, we hold all users to very high standards, and it's important for us to address any issues that arise. We understand that you have been in communication with our Trust and Safety team to work towards a resolution. Please know that we have thoroughly reviewed this matter and have strived to provide clear insights into our process. 
  
  Should you have any further questions or need additional clarity, we encourage you to respond directly to the email thread you have with our Trust and Safety team. 
  
  The most recent correspondence from them was sent to you on July 29, 2024. They are well-equipped and ready to provide you with the support you need. We appreciate your patience and understanding as we work through this together. Your trust in Thumbtack is paramount to us, and we are committed to ensuring your concerns are fully addressed.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22269381
  
  I am rejecting this response because:
  You just copied and pasted the same response, if I was able to get any sort of information or commutation from them I would but they reject my phone call requests and I know you can see that on your end. 
  
  ******* *********

• Initial Complaint

  Date:09/10/2024

  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.

  As a pro they allowed a potential customer to write a negative review without them even receiving a service or ******* The potential client canceled 15 min. before the ****** and didnt want to pay a small late fee of 20) upon their next first visit. The potential customer is not required to pay the fee. Only if they chose to have another *******

  Business Response

  Date: 09/16/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau. We appreciate the opportunity to address your concerns, especially regarding how impactful a negative review can be on your business. We understand that each review plays a significant role in shaping the reputation of your business and attracting future customers. 
  
  We would like to clarify our policy on customer reviews, as we believe transparency is key to maintaining a trustworthy platform for both professionals and customers alike. At **********************, we allow customers to leave a review for professionals even if no service was provided. This policy stems from our belief in capturing the full scope of customer experience, which includes all interactions through our messenger. It is these interactions that often influence a customer's decision to hire a professional or not.
  
   We aim to be a neutral platform where customer experiences, both positive and negative, are accurately reflected. We believe this approach helps maintain the integrity of the reviews on our platform and assists other customers in making informed decisions. However, we also recognize the importance of giving professionals an opportunity to respond to reviews. 
  
  If you have not already done so, we encourage you to respond professionally to the customers review. You have the option to reply once to each review, which provides a valuable opportunity to address any concerns raised or to share your side of the story. This response can be an effective way to demonstrate your professionalism and commitment to customer satisfaction, potentially mitigating the impact of a negative review. 
  
  Thank you once again for reaching out. We value your partnership and are committed to supporting the success of your business on our platform.

• Initial Complaint

  Date:09/09/2024

  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 requested i connect my calendar with them so they can view and add to it when someone wanted to book. My understanding is that if my calendar is already booked for that day or time, they would not be able to add to the same date and time. On 09/04 and on 09/09 they scheduled an instabook for a time I'm already booked on my calendar. I've requested refunds as they charge for these instabooks and I was told they could see my calendar, but it didn't matter and denied my refund request. Even though the first one was $56.83 and the other was $67.29 may not be much it's the sole purpose of the misleading with the calendar. On 08/14 i had an instabook for 08/24, I called the person on 08/23 to confirm and was told I'm sorry I hired someone else. I was never contacted by thumbtack or customer to cancel, i would have driven an hour for nothing. I requested a refund for $57.26 and again was told no it didnt meet their requirements. I've paid them thousands of dollars over the year you would think they would be willing to adjust their policy. I have several other claims I put in with them for other scheduling conflicts and was denied as well. their refund policy is absurd and needs to be reviewed.

  Business Response

  Date: 09/13/2024

  Thank you for reaching out to Thumbtack through the Better Business Bureau. Please keep in mind that 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. Some leads related to marked-off dates may qualify for a refund, and others may not.
  
  Let's say a customer contacts you with a job for a specific date that isnt flexible. If you've blocked off that date on both your calendar and your business hours, you can request a refund for that lead. This only applies to leads that indicate a specific date that isnt flexible, like planned celebrations such as a wedding or deadline-specific projects such as a move.
  
  Leads that are flexible on dates or don't specify an exact date wouldn't qualify for a refund. This includes when customers indicate that they are "open to other dates suggested by the pro. However, if the customer refuses suggestions for alternative dates and replies saying they're not really open to other dates, you can also request a refund and well look into it.
  
  To make sure that you don't get any leads or bookings when you're not available or on vacation, you can hide your business ( help.thumbtack.com/article/hide-my-business ). You can also learn more about managing your availability ( help.thumbtack.com/article/my-availability ) and how to turn targeting on or off ( help.thumbtack.com/article/preferences-guide ).
  
  You can read more about our refund policies and requesting credits here:
  
  help.thumbtack.com/article/refund-policy.
  help.thumbtack.com/article/how-to-request-a-refund

  Customer Answer

  Date: 09/15/2024

   
  Complaint: 22263363
  
  I am rejecting this response because:

  Nothing is resolved. 

  
  Sincerely,
  
  Acner ***************************