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:03/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I posted an inaccurate review on their website and they refuse to take it down. I want it removed.

  Business Response

  Date: 03/25/2024

  Thank you for sharing your concerns with Thumbtack through the Better Business Bureau, ****.

  Thumbtack does allow customers to update a review one time. It appears the update option has already been used. In order to preserve the integrity of the reviews, our policy is to not edit or remove reviews once they have been left unless there is a violation of our Content and Review Policy. We have investigated your review and it does not qualify to be removed, so it will remain as is since the update option was used.

  Here is some related information that *** help:

  **********************************************************

  ***********************************************************

  ***********************************************************************

  We hope we have been able to provide clarity to this process. If you have additional questions, please contact us here: ******************************************************************

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21460803
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  #1 and main issue: Refunding lead charges. I have been with Thumbtack 2 years and there has been a steady decline in quality of leads and support. As others have stated, I get more non-responsive leads, bad phone numbers and mis-categorized leads. Thumbtack promotes the selection of 4-5 pros by the customer, all get charged $9-$30 each even though only 1 can get the ******* usually makes more profit than the pro doing the work. They claim to refund leads with bad contact info but do it less than half the time. The leads with mis-catagorized service types, ones the pro didn't put in his service list, have a 25% refund rate, maybe.Their Premier Support start going on week long training stints at ** resorts, being available for only half if each month. Now I can't call anyone, just get text based support that I can't use while driving or working. They take 5min to respond and disconnect after 1min of my non-response.My estimate is that TT owes me about $200 of refunds in the last 2 years.And, as stated by others, their forced Direct Lead program doubles or triples the price of each lead and we still get ghosted.

  Business Response

  Date: 03/25/2024

  Thank you for sharing your concerns with Thumbtack through the Better Business Bureau. We take these concerns very seriously, and we really appreciate your business with Thumbtack. 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: ***********************************************************.

  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. Also, 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. 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. Please be sure to submit refund requests within 30 days.

  Our goal in determining the cost of different leads 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.

  We hope we have been able to provide clarity to this process. If you have additional questions, please contact us here: ******************************************************************

• Initial Complaint

  Date:03/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thumbtack continually devoured as quickly as possible with leads where over 50 never even responded at all. I asked thumbtack if these people were real, and for refunds. A few times they did but when I started turning my budget off until I confirmed each lead and only turning it on briefly, they deleted and deactivate account out of nowhere with no explantion or ability to speak to anyone about it. Now i have no proof of these charactors. I personaly believe this company has both fraudulent and legitimate leads and they need to be thoroughly investigated for a class action suit for the fraudulent leads.

  Business Response

  Date: 03/22/2024

  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. 
  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.
  
  We hope we have been able to provide clarity to this process.

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21446268
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/14/2024

  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.

  Numerous charges for requests that do not fit profile. Numerous jobs that change when customer is called or through text communications. Requests that are suspicious to the point where the same person is asking for massages and I am ayoga teacher. This has happened numerous times and I have brought it to their awareness and asked for a refund to no avail. Too many violations of misconduct on the customers part. Numerous charges on account for job requests. Competing with numerous people four or more other so called pros with low scores but in high demand according to the site. . This is about money and they only send leads knowing only one person will ultimately be hired. Leads are overpriced and random. No consistency but consistently having thumbtack charge. Too many charges to list here that were not refunded when requested. This company is predatory and I wouldnt be surprised if a lawsuit is in process. Too many complaints to list about business ethics when it comes to this company. I am still on the platform but will be looking into moving to another platform that has better business ethics and practices. This is beyond egregious. I have been hired 35 times in 4 years and charged hundreds upon hundreds of dollars. This needs a deeper dive to truly see what this company is getting away with

  Business Response

  Date: 03/19/2024

  We really appreciate you reaching out, ******. Thumbtack takes your concerns very seriously, and we appreciate you sharing your experiences. 

  We take the safety of our pros very seriously, so if you have any concerns with customers you meet through Thumbtack, please reach out. We have zero tolerance for that type of behavior so we want to be made aware of those concerns to take appropriate action on our end.

  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. However, we know every dollar counts when you are a business owner, so there *** be situations where we will be able to help you and add credit back to your Thumbtack balance. You can request a refund from your payments page for situations you feel *** qualify. Please keep in mind refunds need to be requested within 30 days.

  Also, 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. 

  Here are some additional resources for you: 

  Setting up Targeting - **************************************************************************
  Thumbtacks refund policy - ***********************************************************
  How to request a refund - thumbtack.com/article/how-to-request-a-refund 

  If you have additional questions, please contact us here: ******************************************************************

• Initial Complaint

  Date:03/13/2024

  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.

  The Thumbtack app has been compromised. I contacted a cleaning service and they reached out to me for my address and pictures of my home. I did not give them my specific address, just the area I live in. But I did send pictures. They never responded and then I was getting weird text messages all night long supposedly from thumbtack with them trying to get me to click on a website. I deleted the app. And blocked all the numbers. You should let them know that there are people in there using their app to possibly rob homes.

  Business Response

  Date: 03/18/2024

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

  We have safety and security practices like encryption, passwords, and physical security measures to protect your personal information from unauthorized access or disclosure. You can read our full privacy policies here:*********************************************

  If you have additional questions, please contact us here: ******************************************************************

• Initial Complaint

  Date:03/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is such a scam for thumbtack pros. You have to pay for leads you can't even see, and they don't even try and match what you're trying to do as a handyman. My supposed rep ****** is real lying piece. I just want my $200 back.

  Business Response

  Date: 03/18/2024

  *****, Thank you for reaching out to Thumbtack through the Better Business Bureau to share your concerns. 

  We really appreciate your business with Thumbtack and that you are trying out our marketing services. 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: ***********************************************************.
  

  Here is some information for starting out on Thumbtack, and optimizing your account for leads: ******************************************************************;

  If you have additional questions about improving leads, refunds, or how to be successful with Thumbtack, please contact us here: ******************************************************************

  
  

• Initial Complaint

  Date:03/09/2024

  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.

  I am a Solo musician in the Atlanta area. I have been contacted by other musicians who have experienced the same issue I have noted after an analysis of my total spend with Thumbtack and my return on investment. I respond promptly and have a 5 star rating with my customers. I have GLOWING reviews as is the case for most professionals on TT. I have received FRAUDULENT leads for which ** refuses to refund and results in much time and effort to resolve. These leads never review my initial response and the number provided is unreachable in the vast majority of cases. They have originated from the 717, 817 and 917 area codes. These fraudulent leads accounted for close to a 3rd of my total spend with TT last year. TT support is aware and yet is currently indicating that some customer's don't respond and that I need to focus on my return on investment. That is exactly what I am doing here. This is systemic and any reasonable person would reach a similar conclusion that TT is knowingly allowing this to occur if not actively participating in order to increase their bottom line. All event performers should make note of this trend and the area codes of origination for these leads. TT could easily require 2 factor authentication and at the very least the phone number would be a valid method for reaching the customer. Other services do require this of customers looking for professionals to hire for their events. With today's technology it is simply a matter of time before the perpetrators become sophisticated and are able to utilize more phone numbers making it difficult to spot a pattern. It is very plain to anyone that views that data that this is the case. TT support has been made aware in detail of this matter.

  Business Response

  Date: 03/15/2024

  We appreciate you reaching out to Thumbtack with these concerns, J. We take all feedback very seriously, as we are always trying to improve Thumbtack for all our users.

  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 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 about leads or refunds that Thumbtack can help you with, please contact us here: ******************************************************************

  We hope this helps you understand our process better.

• Initial Complaint

  Date:03/08/2024

  Type:Sales and Advertising 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.

  My complaint is regarding what might be the very worst customer service I have experienced in my life (but that does NOT mean that all I am seeking is an apology from the business. I had joined Thumbtack a few months ago in the hopes of advancing my budding real estate photography career. On 2/29 I received an automated e-mail from someone named *********************** making this offer: "Id love to chat with you about what else you can look forward to when you join Thumbtack. You can book a call with me here, or learn more about what we have to offer pros on our Pro Basics page." Wanting to take advantage of this, I signed up for a point appointment on 3/5., and was scheduled to speak with someone else by the name of *****************************, and received several reminders before it. I made myself available at that time, but no call! I e-mailed her as well, and then once the time had fully passed, again to ask her what happened. But STILL no response! Then, 24 hours later, I e-mailed ******* again and CC'******* and someone named ***************************** whom I had also received communication about this meeting, thinking that at least ONE of them would respond. But still no! As I said in that e-mail, I find that their actions (or really inaction) other than being completely unprofessional, also just lacks basic human courtesy.

  Business Response

  Date: 03/15/2024

  I hope you are well. 
  
  We will ensure we get this feedback to the appropriate team to prevent this from happening again. We value your time and are sorry to hear about your experience. If you have any further concerns about your account, contact ********************************************;

  
  We are here and happy to help.

  Customer Answer

  Date: 03/19/2024

  Better Business Bureau:
  
  The good news is that it did NOT happen again! That is, I made another appointment, this time with someone named *******************, and he was completely professional. We had a positive discussion and plan to work together in the near future in helping me get set up and receiving leads from your service. So, it all worked out in the end. Just too bad I had such a bizarre experience the first time. Anyway, thank you for your attention. 
  
  Best Regards, 
  
  ***************************

• Initial Complaint

  Date:03/07/2024

  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.

  My company is owed $700. We put in a full day of work and never got payed. One vinyl fence panel was damaged (subtract that from cost) would be around $700.I complained to thumbtack responded to several phone calls and emails. Some guy named ****** (thumbtack employee) decided to close my account for an invalid reason in which he never discussed or explained (nor did he even make sense). On top of this, there is no one else you can speak that works for thumbtack when disputes arrive. There needs to be an outlet for consumers to be heard so that such matters are addressed in an ethical and professional manner.

  Business Response

  Date: 03/14/2024

  We understand your position and recognize how difficult this experience has been.
  
  Our Trust and Safety team was created to try to help create a positive marketplace for our users. With that said, our Trust and Safety team has exhausted all their resources and has come to a final decision on this matter.
  
  Please refer to the email sent to you by our Trust and Safety Team on January 25, 2024, to identify the current status of this matter. 
  
  We hope we were able to provide clarity in this process. 
  
  
  
  

• Initial Complaint

  Date:03/04/2024

  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 reached out to Thumbtack and requested a refund for the charge of $101.13 since obviously ************ was either not interested in actually hiring someone or running some sort of game. Its impossible to have a conversation with someone about business if they ghost you. I submitted the refund via the Thumbtack website. My Thumbtack Pro account showed a refund pending for Luck ****. I have never received a response from Thumbtack, but the charge had not gone through to my card on file. I was extremely sick for over a month and I just now am following up on several outstanding items. On 3/4/24 I attempted to each Thumbtack ***************** It is impossible to reach anyone over the phone. It is only via text. Which shouldve been a red flag for me but I had not needed to speak to someone in customer service previously. ********************** does provide a phone number that states it is to reach live customer service. I called the phone number, you are asked to provide the phone number associated with your account, and when you do, you hear a recording telling you that your call is being switched to text and your call is disconnected. I began to communicate with someone regarding the pending refund. I explained that I had not received a response. I was asked who the refund request was for and I provided the name *************. I am logged into my account and have the screen up that shows refund pending. Immediately after providing the name to the representative they stop texting, the pending refund disappears from my screen, and receive a text from my credit card company that there is a pending charge to my credit card from Thumbtack. I wish I would have taken a picture of the screen that showed the refund pending but I thought Thumbtack was a legit business and operated ethically. After receiving notification from my credit card company, the customer service individual from ********************** texts me saying that there is no pending refund claim on my account and the charge for ************ is a valid charge. I certainly have the texts that were sent back and forth this evening with Thumbtack but there is no history of refunds previously submitted on my Thumbtack pro account. I understand that this is a lead generating service and I also understand that some leads will not turn into business. What I do not understand is the unethical business practices of not having a phone number that connects you with a person. I also am shocked that while I was texting with their customer service individual the charge was pushed through, and my pending refund immediately disappeared from my account. Its ironic because until I had provided the name of the lead nothing had changed on my account since I had submitted the refund in January but as soon as I provided the name of the lead that I was disputing, the texts stop for a few moments, a charge is pushed through to my credit card and the refund pending information disappears from my account. Total scammers stealing money from freelancers trying to make a living!

  Business Response

  Date: 03/11/2024

  Thank you for providing your feedback, *****. We have been able to look into this matter and want to outline the best way to proceed.

  It looks like when you go to your payments page in your profile, you can still request the fee you are referring to be reviewed for a refund. Once that is reported, our team will review your request and get in contact with you about the next steps.

  Please note refunds do need to meet the qualifications mentioned in our refund policy. 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:

  ******************************************************************

  We hope this information helps!