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:05/08/2024

  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 have been a pro on thumbtack for many years. I had a good standing account on their platform with a good rating and strong reviews. I owed them no money and was fully paid. thumbtack deactivated my account and profile without even contacting me and notifying me in any way. When I reach out for help I was told that my account was linked with another witch was not true and they refused to provide any proof of this. They are refusing to cooperate with me other than to repeat on text this same thing. They are saying that they can't reinstate my account until the issue with this other account is resolved witch has nothing to do with me. Thumbtack was a vital part of my independent business and they have caused me to lose access to customers that I was working with through the platform as this happened. I need help to get this resolved. this is not the right way to conduct business with your paying customers. when I asked them why they didn't notify me or address the issue with me before passing judgment against me they refused to answer my question other than saying that they have given me all the information they could witch was to blame this on someone else account called ********** cleaning. I am very upset about this and feel that they have handled this inappropriately and unfairly.

  Business Response

  Date: 05/15/2024

  Thank you for taking the time to reach out with these concerns ****.

  We understand your position, and we can appreciate how frustrating this situation would be.Service providers are only allowed to have one account on **********************. If your account was removed from Thumbtack because we found it was linked to another user any unresolved concerns will need to be addressed before we would consider reinstating either account. You can find out more about "ACCOUNT SUSPENSION OR TERMINATION in our Terms of Use: *******************************************.

   After reviewing your account further, we can see that the concerns have been resolved, and your account is currently active. If you encounter this issue once more in the future, please don't hesitate to follow up with our service and support team directly. Thank you for giving us. an opportunity to address your concerns.

• Initial Complaint

  Date:05/08/2024

  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 sent the following twice to Thumbtack support last month and got no response: I hired ****** LLC through Thumbtack to install a washing machine seal, and found out after the fact that they have absolutely no experience with this. It was a terrible experience, of which I notified you. The seal never worked properly but I just stayed quietly dissatisfied. Recently I found out that I must purchase a brand new washing machine, because this "pro" installed the seal in a way that prevents water from fully draining in the front. (See photo.) I am furious to see that this "pro" remains on your platform with Top Pro status, despite the issues I raised and reviews that show they treated other customers in a terrible way. And this company is NOT IN GOOD STANDING WITH THE ***** OF ********! Despite this, they have a tag on Thumbtack as a "top pro." Your organization should have a vetting process to assure companies truly have the expertise they state. Otherwise, customers will continue to be victimized. I kindly ask, how can you assist me with this extremely unfortunate matter? I shouldn't have to bear the expense of a new washing machine. Thumbtack has come in quite handy numerous times, and I would really like to feel confident in continued use and recommending it to friends.

  Business Response

  Date: 05/15/2024

  Were sad to hear about the challenges you've faced with the service provider. It's important to us that you feel safe and supported in all your interactions and that the service providers who use our platform address any customer concerns quickly and professionally.

  For a detailed follow-up and to ensure this matter is addressed appropriately, I recommend following up with our Trust and Safety team. They are well-equipped to take the necessary actions to investigate and resolve the issue at hand. Your experience is our priority, and we are committed to making things right for you. Thank you for bringing this to our attention, and please let us know how we can further assist you throughout this process.

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21683122
  
  I am rejecting this response because:

  I already sent an email to ******************************** to no avail. 

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

  Business Response

  Date: 05/20/2024

  We understand your position and recognize how difficult this experience has been with the pro you hired. We have thoroughly investigated the service provider and have taken the appropriate action according to our site policies. I see that you previously contacted Thumbtack about this concern and requested a $75 refund, and that we provided that to you to help you move forward and address your concerns. At this time, our Trust and Safety team has exhausted all their resources.  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 service provider, 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 were working with previously. 

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

• Initial Complaint

  Date:05/08/2024

  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 downloaded the Thumbtack pro app to set up my cleaning business on there. I was charged $69 for a lead that was a complete scam! The lead stated he wasnt in the states, asked me to supervise his movers and re-clean after them, asked me suspicious questions about accepting electronic payments prior to the service, the lead also asked me about ensuring he paid his movers correctly. I opened a dispute with Thumbtack and they said this was a solid lead and doesnt sound suspicious at all. I am very disappointed as I was hopeful in using this platform but they allow scam leads to infiltrate their platform so they can charge us knowing we wont get that lead. Very sad and scary how this business is operating. Also, they were excessively calling me to get set up with thumbtack then once they get your money you can never get a live person on the phone they make you text a bot.

  Business Response

  Date: 05/14/2024

  *******, 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.thumbtack.com/article/refund-policyhelp

  thumbtack.com/article/how-to-request-a-refund

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

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21682205
  
  I am rejecting this response because:I was purposefully connected with a client who turned out to be a scam. The text messages I have with the client make it very clear that they are trying to scam me. I have experience in cleaning houses and I am close to completing my Master's Degree, so I am prepared to escalate this matter if necessary.. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/20/2024

  Thank you for sharing your further concerns. We take your concerns very seriously. 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. Please be sure to include as much information as possible.

  When we reviewed this concern we found it was not eligibile for a refund. As you're aware, we are a lead-generating platform. Customers can reach out to you wanting to learn more about your business. Whether or not youre hired, youre paying for the value of being connected with a potential customer.

  All sales on ********************** are final and non-refundable per our refund policy in our Terms of Use under the section Thumbtack Fees and Taxes., which all users on Thumbtack agree to upon signing up. However, we know every dollar counts when you are a business owner, so there are certain situations where we will add credit back to your Thumbtack balance. You can read more about our refund policy here: ***********************************************************.

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

  Customer Answer

  Date: 05/20/2024

  Complaint: 21682205
  
   I am rejecting this response because: The lead was fraudulent. Then, the company emailed me, threatening to not allow me to use their platform for accusing them of allowing a scam lead through. The lead is 100% a scam, and fortunately, my uncle is a business dispute attorney. It's very sad that this was my first experience with them. I was so excited I got a lead and very disappointed to learn the lead is a scammer. I suppose platforms such as Thumbtack enjoy devaluing their professional cleaners by knowingly keeping money from pros after connecting them with scammers.
  
  Sincerely,
  ***************************
  

  Business Response

  Date: 05/22/2024

  Hi *******,
  
  Thank you for taking the time to reach out here with your concerns. We really appreciate your business with Thumbtack, and were here to 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: ***********************************************************.

  Additionally, 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.

• Initial Complaint

  Date:05/07/2024

  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.

  Thumbtack has continuously charged me for fake leads. I have tried to report these leads to Thumbtack as a scam and am denied every time to receive a credit. The consumer should not have to pay for fake leads Thumbtack is providing. The past 3 weeks I have had 8 fake leads that have cost $60-$75 per lead. I want my money back for paying for a scam. Thumbtack's business practice has declined to the point where it is questionable if they are the ones scamming people or someone else.

  Business Response

  Date: 05/14/2024

  Thank you for bringing this to our attention. We understand how frustrating it can be to encounter leads that don't meet your expectations or seem inauthentic. Our goal is to provide you with high-quality leads that genuinely contribute to the success of your business.
  
  We greatly respect the pros who use our site and the money they spend with us. As a result, 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.

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21677762
  
  I am rejecting this response because: I have brought this to Thumbtacks attention multiple times to no avail. I am still paying for fake leads. Lately there was an influx of 'leads' that were concrete over 3000sq ft with ridiculous names and no one ever responds. Eight leads in all, none would be refunded. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/20/2024

  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.

  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: ****************************************************************;

  We have reviewed your concerns, and found they did not qualify for a refund.  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. Please be sure to always provide as much detail as possible when asking for a refund, or reporting a concern.

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

• Initial Complaint

  Date:05/06/2024

  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 have been a customer of ********************** for the last 12 years. I'm a private chef and I am listed on their website. They most recently are taking money from my account with bogus leads when I call up the client the lead doesn't match their preferences. They take my money and don't refund it.

  Business Response

  Date: 05/13/2024

  Thank you for providing this feedback, *******. We appreciate your long-tenured partnership with us. 
  
  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:05/05/2024

  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.

  Theyre the biggest scammers ever. No wonder there are a ton of complains and a crappy rating. They charged me $400 and there was no service in return.

  Business Response

  Date: 05/13/2024

  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. 

  As you're aware, we are a lead-generating platform. Customers can reach out to you wanting to learn more about your business. Whether or not youre hired, youre paying for the value of being connected with a potential customer. 

  All sales on ********************** are final and non-refundable per our refund policy in our Terms of Use under the section Thumbtack Fees and Taxes., which all users on Thumbtack agree to upon signing up. However, we know every dollar counts when you are a business owner, so there are certain situations where we will add credit back to your Thumbtack balance. You can read more about our refund policy here: ***********************************************************.

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

  
  

• Initial Complaint

  Date:05/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I utilized Thumbtack to find a contractor Who could repair / replace interior and exterior Doors espically exterior patio doors. Through thumbtack I met ******************* of Finish it ( Name.of Business on app Finish it) **** told me he could do the job we spoke in November 2023 he did the measurements for me told me what size doors I needed to buy. ( had.to save up) fast forward to march 26 2024 contacted **** who stated.still want the job sent him 1500.00 ( 1/2 deposit he asked for) through cash app. Then April 2 2024 1100.00 ( interior door payment) was sent to him then on April 5 ******* through venmo. On the 9th of April ******************* removed my Patio doors.from the kitchen and master bedroom. After taking the doors out he realized he measured wrong so the doors were wrong he looked at me after putting up a piece of plastic he stapled and said " you have to build the house to the doors" and walked away. April 11 2024 I messaged ******************* because a storm was coming through and the plastic he put up was not working didn't receive a reply back. Didn't hear back from him. April 15 I requested all of my money back because I don't have exteriors doors on my back side of home wide open ( I have 2 daughters that live with me because of his antics my daughters and I could have been rapped robbed or killed and no one would know who did it) he never installed any of the interior doors nor fixed the ones that were fixable. I've reported this to thumbtack they continue to let him use their platform to con hard working American citizens. Thumbtack has not honored their guarantee to me. According to thumbtack they do background checks etc. As of 05/5/24 ******************* has only paid me back ******* through Venmo. Refuses to pay me *******. I don't have doors in my home he wronged me and he ok with it and thumbtack ok with it. I'm not. I'm not going to stop fighting until he is off thumbtack (1) thumbtack honor their guarantee pay me *******

  Business Response

  Date: 05/10/2024

  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. 
  
  Please continue to respond to them in the email thread. They recently sent you a follow-up email on May 10, 2024. If you have further questions, please let the Trust and Safety specialist you've been working with know.

  Customer Answer

  Date: 05/11/2024

  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 for now I will continue to work with them but if no satisfactory resultion is received within a satisfactory time I will contact the bbb back.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/04/2024

  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 open an account with ******************** with a deposit of $200 after my funds were taken from thumbtack my account was deactivated and I lost my money completely.. they will not refund my money or reactivated my account so I can receive leads as agreed I believe I'm entitled to a full refund because I was mis led

  Business Response

  Date: 05/09/2024

  ********, 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 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 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 is how to request a refund: *********************************************************************

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

• Initial Complaint

  Date:05/03/2024

  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.

  I have been using thumbtack for 3 weeks now I have spent almost $3000 to get leads as promised. But the leads I am getting are invalid. Some are too far away even in a different state, some there is zero response from customers, some are sent during a time I am blocked out but in all these cases I am still charged even after filing for a refund. The biggest issue also is I have replied to over 70 leads that were not paid for and never heard back from any. I have only heard back from customers who I have to pay for. I feel I am being scammed. I sent in all the invalid leads and keep getting denied.

  Business Response

  Date: 05/08/2024

  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 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: 05/08/2024

   
  Complaint: 21661109
  
  I am rejecting this response because: while you are lead generating leads need to be valid. They need to be on days that are not blocked off they need to be in the same state not 60 miles away. While you have a refund button almost 100% are denied with an occasional denial saying you will credit as a favor. Again leads need to be valid for example a customer picks a date they want the job done its there only date available and Im blocked that date I am still charged because the customer didnt uncheck can be available different date which they cant be and proven they cant be and then you charge the business who then has no rights its a scam.
  
  Sincerely,
  
  **************************************************

  Business Response

  Date: 05/13/2024

  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.thumbtack.com/article/refund-policyhelp

  thumbtack.com/article/how-to-request-a-refund

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

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21661109
  
  I am rejecting this response because:
  It is not true I set the preferences of radius and blocked dates and times Ive been booked or have school and was still charged and refund was refused 
  Sincerely,
  
  **************************************************

  Business Response

  Date: 05/17/2024

  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.

  
  We have reviewed your concerns, and we take them very seriously. We found the situation didn't meet the refund criteria. 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

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

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21661109
  
  I am rejecting this response because: I did not sign up and pay thousands of dollars in less than a month on false leads, on leads on days Im closed and leads in a different state outside my radius you are scamming me with ghost and bad leads Im now asking for full refunds 
  
  Sincerely,
  
  **************************************************

• Initial Complaint

  Date:05/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thumbtack illegally charged for lead fees , and is illegally and overcharging multiple pros for jobs that come into their system . They are bypassing the available calendar to maliciously charge several pros for jobs that they are not available for .Thanks

  Business Response

  Date: 05/08/2024

  
  Thank you for reaching out here about your concerns with Instant Booking. We understand this is a big change and we're here to help during this transition. Weve learned with instant booking, pros are more likely to get hired and customers are more likely to get their job done.
  
  We understand this is a big change. Feel free to learn more about Instant Book here: **********************************************************.
  
  Thumbtack provides the tools that allow businesses to display their relevant credentials and qualifications, including the option to upload their license if they choose, and customers decide who to hire based on that information. Any statements on the business's profile are provided by the businesses themselves.
  
  It's worth noting that customers sometimes reach out to only one pro, even though they have the option to contact up to five pros in the first four hours of their search. This flexibility ensures customers can find the best match for their needs.
  
  While this approach can mean that several pros might be charged for the same lead, it also offers customers a variety of options. We're always looking for ways to enhance the system, and your feedback will be considered as we continue to refine our platform.
  
  We hope we have been able to provide clarity to our processes. If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21657350
  
  I am rejecting this response because:
  This complaint has nothing to do with what business mentioned .  This complaint is directed towards their predatory practice of overcharging and sending the same job to way too many providers without giving each pro a chance to actually respond to lead before somebody else gets the same lead .  Their business model needs to be changed . 
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/14/2024

  Thank you for the time youve taken to bring these concerns to our attention. We understand how difficult running a business can be and realize the frustrations youve had with the cost of our leads, and the competitiveness of the business. Our goal for leads is to make the cost match how valuable the job is. Prices will vary since a jobs value can change based on things like project size, how many pros are available, and your market. 
  
  Because this can be a competitive market; we definitely understand the frustration in not getting hired after paying for leads. As a lead-generating platform, customers can reach out to you wanting to learn more about your business or they can instantly book with you because they are ready to schedule with you. Customers can only reach out or book you if their project details match your targeting preferences. You're investing in getting your business in front of potential clients, which doesn't always mean you'll be hired. However, we hope that you are. Customers are searching for the right professional for their job. While we help in this search, it's up to the professionals to sell themselves. This includes making the customer feel confident in providing an address to someone online or increasing the chances of getting hired for the job.