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:04/17/2024

  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 hired 2 tax consultants from Thumbtack to file my son's personal and business taxes. Thumbtack allows shady businesses to advertise on their website without properly vetting these businesses and they are committed identity theft and fraud. These bogus businesses are putting in phone numbers into the contact portion on Thumbtack's service request and you cannot get in touch with these people advertising on Thumbtack. Thumbtack is evading responsibility and accountability. They have a department named Trust and Safety and the employees in that department do not take complaints seriously. They ask the same ridiculous questions over and over again just to make the customer give up from pursuing the case. My son was charged $100 for a fraudulent tax return prepared by ******************************* at ************************ He is NOT BBB accredited and he is ALLOWED by Thumbtack to advertise his services on their platform and steal people's tax information and commit identity theft and fraud. ******************************* is also prejudice against African Americans and racially profile his clients through email. I have the emails to prove this to be accurate. Thumbtack should be shut down permanently since the American people are endanger by using this platform.

  Business Response

  Date: 04/23/2024

  We understand your position and recognize how difficult this experience has been with the pro you hired. We take your concerns very seriously and will thoroughly investigate them and take the appropriate action according to our site policies.

  As an introductory platform, Thumbtack is a neutral third party to any agreements made between customers and service providers. Since the businesses are paid directly by customers and they provide the services, theyre ultimately responsible for all aspects of their company. Ultimately, it is the responsibility of the customer to verify that the individual they hire has satisfied any particular requirements for the job, and the service providers agree to be qualified for any work they accept by agreeing to our Terms of Use ( ******************************************* ). If you have concerns about identity theft or fraud you may need to work with your local law enforcement, as they have procedures in place to best assist with such reports.

  In reviewing your concerns, we can see that you are working directly with our Trust and Safety team to assist with your resolution. The agent assigned to your case sent out an email today containing important information that will help you move forward with your desired resolution. If you have further questions, please dont hesitate to reach out to the Trust and Safety specialist you were working with.

  
  

• Initial Complaint

  Date:04/15/2024

  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 am a professional who uses thumbtacks service to find new coworkers for my business. I agree to pay a fee for when customers reach out to me and understand that is their business model.My complain is in regards to 1.) leads coming though from customers who never respond to inquires and have provided incorrect or false information. Their phone numbers don't connect to the actual client and thumbtack refuses to address this or issue a refund to the pro when this happens. I have paid hundreds of dollars in fees for leads in which I never hear from the client. This seems unethical and I want a change to happen.2.) last year, thumbtack required certain pros to use this service called instant booking. I build playsets and am not given the option to opt out of this service. The fee is almost 3x as expensive and I have had several instances where the customer was just getting a quote but booked an appointment instead. They then cancelled once they got my quote yet I still paid the elevated fee. Thumbtack does not disclose to customers that professionals pay these fees and even encourages multiple quotes to increase their fees. I don't understand why certain services require this option while others do not. I do not want to offer this device but am told I am required to, which seems like an unfair and discriminatory practice against me.

  Business Response

  Date: 04/22/2024

  ********, we greatly respect the pros who use our site and the money they spend with us.

  As part of our Quality Commitment, if you have issues with a phone number provided by a customer, you can request a refund. In your request, let us know why you believe the phone number is invalid, such as a disconnected or fake phone number. Please be sure to be as specific, and thorough as possible. While we may refund for fake phone numbers (like ************, for example), were not able to refund non-responsive customers. Please keep in mind we will review any concerns around refund requests you report to us, but some requests may not qualify for a refund.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

  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.  

  Feel free to learn more about Instant Book here: **********************************************************

  We also know theres been a lot of feedback since we launched Instant Book and were working on it. Heres some of the feedback weve heard so far and the improvements weve made to address it: *******************************************

  You are welcome to contact us here with additional questions about lead fees and refunds: *****************************************

  We want you to have continue success on Thumbtack, and we hope this information helps!

• Initial Complaint

  Date:04/15/2024

  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.

  This company refuses to give me my money back after 3 leads they provided has not responded. This is NOT how you conduct business and I'm looking into having this company reviewed by FTC, and my State Congressman. They need to revise their policy. I'm wanting my money back from them.

  Business Response

  Date: 04/22/2024

  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, Lakeenia.

  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: ***********************************************************.

  You are welcome to contact us here with additional questions about your account or lead fees and refunds: *****************************************

  We hope this information helps!

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21578301
  
  I am rejecting this response because:

  You say this is your policy but are you informing the potential leads that we could be charged? I believe this is one sided and needs to be transparent on both sides to us getting the leads and the clients getting the services. This is how you are ripping us as the ones receiving these dead leads profiting for your business. It should be if we do NOT receive a response, then it should be credited back to our thumbtack balance. This is why you have the reputation you have and ***** likes to use your services as I have now researched. All I want is my money back!!! 

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

  Business Response

  Date: 04/26/2024

  Thanks for reaching back out here.
  
  We truly want you to be successful. Leads are generated by the customer. The customer is the one going to **********************, putting in all their job details, and selecting the pro that they want to work with. We value the pros that use Thumbtack and we ensure that all leads are legitimate through measures we have in place.
  
  We're always happy to review refund requests if they fall within our refund policy: *****************************************************.
  
  However, refunding for unresponsive customers is not included in our refund policy. Some customers may decide to leave it at the advertisement, while others may end up proceeding to complete the project. It is important to have the right expectations and calculate your overall return on investment instead of trying to measure lead-by-lead, as not all leads may end up turning into work.
  
  While we do a refund for leads that have mistakes, we are not able to refund for customers who are unresponsive, hire someone else, or change their mind about the project. In these cases, you will want to set these leads alongside any others that did not pan out and include them when looking at your overall return on investment.
  
  If a customer doesnt go with you, dont consider the lead dead. There are plenty of situations where a customer hires a pro, but things don't work out (either the pro didnt show up, didn't perform the work satisfactorily, or when the customer met the pro, they didnt feel comfortable working with them).In these situations, the customer could go back to their ********************** messages and reach out to another pro - hopefully you!
  
  We hope this information helps provide insight into our policies and why you're charged, and when you could be refunded.

• Initial Complaint

  Date:04/15/2024

  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.

  Apparently my exwife signed up to Thumbtack, never gave them my number but now ** getting calls asking for her. They are selling my data (number) to others companies as a lead when they shouldnt have my info in the first place.

  Business Response

  Date: 04/22/2024

  Jam, Thank you for sharing your concerns. We take your concerns very seriously.

  We have looked through our system and do not find any accounts registered with the phone number, or information used in your Better Business Bureau report. We would be happy to look into the matter for you but we would need more details. You may also want to look into whether your local law enforcement can assist you with someone using your contact information inappropriately.

  You are welcome to contact us here with additional questions, or more information for us to investigate: ******************************************************************

  We are here to help!

• Initial Complaint

  Date:04/14/2024

  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.

  I was getting set up and they charged me $160 for a $200 lead. I went to check details on the job and they deactivated my account. So they took over $200 from me then deactivated my account. I cant get in touch with anyone.

  Business Response

  Date: 04/22/2024

  ****, Thank you for sharing your concerns. We take your concerns very seriously.

  We have looked through our system and have not been able to confirm the information provided. We have used the information provided through the Better Business Bureau but were not able to confirm the provided information. 
  
  We would be happy to look into the matter for you but we would need more details.You are welcome to contact us here with additional questions, or more information for us to investigate: ******************************************************************

  We are here to help!

• Initial Complaint

  Date:04/12/2024

  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 signed up for this platform with the expectation of receiving quality leads for our online tutoring business. However, after paying for leads, I discovered that the provided contact numbers were invalid, rendering the leads useless. Despite reaching out through both the chat line and email, and clearly explaining the situation, I have yet to receive a refund or credit for the charges incurred. As a lead generation service, it's imperative that the provided leads are valid and usable. I kindly request a thorough review of my case and a prompt refund of the money charged for the invalid leads.Date of transaction is 4/4/2024 paid money $100 . I submitted my receipt in your system.

  Business Response

  Date: 04/17/2024

  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. 
  
  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: ***********************************************************.
  
  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.
  
  Our goal is to make the cost match the value of the job. Prices will vary since a jobs value can change based on things like project size, how many pros are available, and your market.

  Customer Answer

  Date: 04/17/2024

  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. Please add the credit back to me. Also please don't force my account to take auto charge for the leads. If I select the leads, its my responsibility. So please add those credit back to my account per your resolution. 

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

• Initial Complaint

  Date:04/10/2024

  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.

  The Thumbtack system is a complete scam. The way they set up how a customer attains info about pros and quotes charges ALL pros contacted. Myself and about 3 other pros ALL paid $157 for a lead. The woman had no intention on actual hiring anyone. Just to get quotes. We fill out tons of questionnaires about our services, scheduling and pricing. And instead of charging minimal pricing for ppl looking for quotes (not hiring) Thumbtack charges the full price of the lead. They also allow leads to book at midnight, again, even though my scheduling closes at 7p.m. I've been charged for leads that NEVER respond, don't speak English, wrong phone numbers, and now I'm certain they are running bots as potential customers to charge pro's accounts. I've spent about $1000 and haven't made near that in profit. Most of the time I've qualified for a refund, I've been denied. This is a terrible system for Independent contractors. They aren't fair at all. This company Thumbtack, completely takes advantage of small business owners trying to scale up. They will just exploit your skills. Go a different route. Trust me.

  Business Response

  Date: 04/17/2024

  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: ***********************************************************.
  
  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.
  
  Our goal is to make the cost match the value of the job. Prices will vary since a jobs value can change based on things like project size, how many pros are available, and your market.

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21555539
  
  I am rejecting this response because: This is just all of the same regurgitated response that everyone gets. I've read your policies and what qualifies for refunds. I qualified many times to no avail. It is intentionally set up for customers to BOOK versus land them on our profile page to actually READ FIRST. You want as much money as possible, plain and simple. Under your own guidelines you don't issue refunds, even if... My company is closed. Thumbtack allows customers to book you AND contact others, even wen you are closed. They have leads that NEVER respond, even when contacted within 3 mins. This is fixable though, upgrade the process between customer and Pro. Yet, they won't because then you wouldn't be able to charge pros the full rate for dead leads. This company is broken. Actually has potential, but will eventually plateau and crash from greed.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 04/25/2024

  Thank you for this feedback. We can assure you we are documenting your feedback and providing it to the correct department. 
  
  We truly want you to be successful. The customer generates leads. The customer is the one going to **********************, putting in all their job details, and selecting the pro that they want to work with.
  
  We value the pros that use Thumbtack and we ensure that all leads are legitimate through measures we have in place.
  
  We're always happy to review refund requests if they fall within our refund policy: *****************************************************.
  
  However, refunding for unresponsive customers is not included in our refund policy. Some customers may decide to leave it at the advertisement, while others may end up proceeding to complete the project. It is important to have the right expectations and calculate your overall return on investment instead of trying to measure lead-by-lead, as not all leads may end up turning into work.
  
  While we do a refund for leads that have mistakes, we are not able to refund for customers who are unresponsive, hire someone else, or change their mind about the project. In these cases, you will want to set these leads alongside any others that did not pan out, and include them when looking at your overall return on investment.
  
  If a customer doesnt go with you, dont consider the lead dead. There are plenty of situations where a customer hires a pro, but things don't work out (either the pro didnt show up, didn't perform the work satisfactorily, or when the customer met the pro they didnt feel comfortable working with them). In these situations, the customer could go back to their ********************** messages and reach out to another pro - hopefully you!
  
  We hope this information helps provide insight to our polices and why you're charged and when you could be refunded.

• Initial Complaint

  Date:04/10/2024

  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 automatically charged for leads that were proven to be illegitimate. Once I provided my proof of this, they refunded me for the leads but only gave me account credit without giving me the option to refund to my originally payment method. I later contacted customer service to have that credit returned to my original payment method and they stated they couldnt do that after 10 days of issue and that I should have read that in their return policy. The customer service rep should have given me an option but I wasnt given a refund option. *** spent several hours going back and forth with thumbtack via their chat support and on phone calls as well. This is simple unacceptable when the original charges were for FAKE LEADS!!

  Business Response

  Date: 04/16/2024

  *******, we really appreciate your business with Thumbtack and were here to help answer your questions and provide information on our policies to help you be successful.

  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.

  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.

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

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21554605
  
  I am rejecting this response because:
  

  The leads I received and was automatically charged for were illegitimate leads (FAKE). That is why I received the refund in the first place. When speaking with customer service, I was never given an option for a refund to my payment method.

   

  I DO NOT wish to use your services and that renders your credit to my account absolutely useless. I have attempted to utilize your services, followed your criteria and apparently Im listed as top 10 in my area but I dont get any responses. After sending 20+ messages attempting to at least use the credit, not even a single response. How legitimate are your leads really? 
  

  So far, my experience with Thumbtack makes it feel like its a scam and the predatory techniques along with omitting details during conversation by not providing the option to request a certain type of refund has left me extremely unsatisfied. I was under the impression the refund due to fake leads was going back to my original payment method. 
  

  I will not accept your rebuttals unless a real refund is issued. I dont want your Monopoly money because its no good to me. Your lead service has been the worst business decision Ive made .

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

  Business Response

  Date: 04/19/2024

  Thank you for your reply. We appreciate your patience while we look into this matter.
  
  As we stated in our communication, we are only able to provide refunds to the original agreement if the refund is requested within ten days of the lead. Unfortunately, these terms were not met. 
   
  I understand this was not the outcome you were hoping for, but rest assured it's in accordance with our refund policy
  
  Please feel free to respond to the emails that were sent to you from our Support Team! 

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21554605
  
  I am rejecting this response because:

  that is something that needs to be discussed when the refund is being processed from the beginning. Since that information was omitted during the customer support conversation, I believe an exception should be made. Do the right thing. 

   

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

  Business Response

  Date: 04/22/2024

  Thank you for your reply. We appreciate your patience while we look into this matter.

  As we stated in our communication, we are only able to provide refunds to the original agreement if the refund is requested within ten days of the lead. Unfortunately, these terms were not met.  

  I understand this was not the outcome you were hoping for, but rest assured it's in accordance with our refund policy Please feel free to respond to the emails that our Support Team sent you. 

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21554605
  
  I am rejecting this response because: this is horrible customer service. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/09/2024

  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 to find help with fixing a doorknob that came off. The guy's profile mentioned that services start at $50 per hour. His name is *********************. He was at my home less than ************************** to pay $150.00. Which I paid through zelle. After the fact I told him that was too much for such a minor job. He then said he would refund me part of the cost which he hasn't done. I asked for $75.00 back eventhough the job took less than 30 minutes

  Business Response

  Date: 04/16/2024

  Thank you for sharing your concerns with Thumbtack through the Better Business Bureau, Rotasha. We take these concerns very seriously. We understand your position and recognize how frustrating this experience has been with the pro you hired. Our Trust and Safety team has exhausted their resources and they have provided you with next steps on how to pursue the pro you hired. As a neutral third party, were not directly involved with any agreement between customers and the service providers who advertise here. Service providers are responsible for the prices they charge as well as handling any concerns that come up. Thumbtack is 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. 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. 

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21553660
  
  I am rejecting this response because:
  

  I will not ever use this company again. The pro was wrong false advertisement,  making the customer feel pressured into paying extreme amount for such a minor job. It's all good. He will reap what ge sowed. 

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

  Business Response

  Date: 04/19/2024

  We understand this has been a difficult situation to navigate. 
  
  As we stated before, our Trust and Safety team has reviewed this matter and identified that we are limited in our ability to assist. 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. 
  
  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:04/09/2024

  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 .com DOES NOT HONOR THEIR GUARANTEE OF A REFUND IF SERVICE PROVIDED IS NOT QUALITY OR WHAT IS PROMISED BY SERVICE COMPANY WHICH THEY REFER. THEY DO OT HONOR THEIR GUARANTEE OF REIMBURSEMENT OF ANY PROPERTY DAMAGE. THIS COMPANY IS RUN BY LYING THIEVES AND CON ARTISTS THAT RIP YOU OFF AND DO NOT LIFT A FINGER TO DO ANYTHING.2/21/24 Promised to finish tiny little bathroom flooring and floor insulation, and drywall. Approx 40 sq ft. They only put in barely 1/2 of the insulation, not even 1/2 of the flooring, and zero drywall which was only 4 small pieces in this tiny bathroom. THIS WAS THE ENTIRE JOB. Holes in the floor were busted out with a hammer instead of using a hole saw. Boards were cut too short and they were putting in tiny pieces to fill in the gaps instead of cutting the flooring in normal complete pieces. Flooring pieces cut to where pieces were fitting too tight and would not allow expansion. They had no intention of using subfloor adhesive and that is what subfloor adhesive is made for. Corner 2x4s cut too short to even reach the floor. Flooring cut too short to even reach beams to attach too and were bowing when stepped on. Insulation that was barely put in completely fell to the ground in basement. Absolutely zero drywall put up even after being told some pieces were already cut and ready to just put up. All of this left in this condition when they quit job. All of this in 5 hours they were here. THESE WERE THE ONLY THINGS NEEDED FOR THIS JOB AND THEY COULD NOT EVEN DO ANY OF IT. They refuse to do anything to resolve all of these problems or refund my money for their absolute do nothing incompetence. Significant waste of materials. Significant damage to my property. Using my tools instead of their own tools. The most incompetent excuse of handyman service in history. They owe me $400 + Wasted materials + damage to my property.

  Business Response

  Date: 04/16/2024

  *****, Thank you for sharing your concerns. We take these concerns very seriously. We understand your position and recognize how difficult and frustrating this experience has been with the pro you hired. Our Trust and Safety team has exhausted all their resources and they have provided you with next steps on how to pursue the pro you hired. As a neutral third party, were not directly involved with any agreement between customers and the service providers who advertise here. Instead, its our role to help you both work together toward a resolution when issues occur. In this case, the pro you hired has not taken those steps to work with us, so weve removed their account. 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.