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:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company **** me $12,000 because they sent out a totally incompetent, dishonest contractor, ***** *******, to handle work on my property. He did severe damage to my patio and patio steps and did not follow instruction to redo my bathroom cabinets. I also could not even verity his identity on two background check reports. There was no such person with his name with the address he gave me, the phone number he gave me or the second address I obtained on from an invoice he gave me from **********. I am both elderly and disabled so Thumbtack took advantage of me in violation of state law. $3,500 is the amount of property damage but I am also owed triple damages for civil fraud, misrepresentation, elder abuse and false advertising. Thumbtack falsely claims they properly vent contractors on their site but the truth is, they sign up any contractor who walks in the door without even verifying identity.

  Business Response

  Date: 06/09/2025

  Thank you for reaching out to us about this, *******. We're very sorry to see that you have concerns with the service provider 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. It looks like the agent working your case has sent you an email over the weekend. Please continue to respond to them in the email thread.

  If you have further questions, please let the Trust and Safety specialist you've been working with know.

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - I engaged with a photographer, Svyat ******** Photography, through Thumbtack to inquire about services for a future photoshoot.- At the time of engagement, I had not confirmed a date or location for the shoot.- The photographer insisted I pay a deposit, claiming it was to secure a future date and pressured me into paying despite not having confirmed details.- I was not advised that the deposit was nonrefundable, nor was I provided with a contract or clear terms indicating such. The only explanation given was that the deposit was to "hold my spot."- I explained that without a confirmed date or location, the deposit was premature and not justified.- After unsuccessful attempts to find a location and with no services provided, I reached out 14 days later to cancel and request a refund. The photographer refused to refund the deposit.- The photographer has been unresponsive to both me and my bank regarding this matter, despite multiple attempts to communicate.- I shared the entire conversation history from Thumbtack messages with my bank to support my case.- I attempted to contact Thumbtack support twice during the dispute process, but my emails were ignored.-If Thumbtack policy is that any money exchanged is nonrefundable then that needs to be stated clearly before any money is exchanged and it is not Request:- I am requesting that Thumbtack review this case, consider the evidence I provided, and assist in resolving this dispute by taking appropriate action to help recover my funds.

  Business Response

  Date: 06/05/2025

  Hello Channing,
  
  Thanks for taking the time to share this through the Better Business Bureau. Weve identified your concern and have prioritized your case for further review. Its been moved into the appropriate queue, and a specialist is being assigned to take a closer look at the details you provided.
  
  We understand how important it is to feel supported throughout any dispute, especially when it involves payments and expectations around services. Our team will be reviewing the conversation history and related context to determine the best next steps.
  
  You should be hearing back shortly from a member of our team. We appreciate your patience while we work through this.

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the response that they will look into this matter is satisfactory. I appreciate the detailed and thoughtful response to what has been a very frustrating experience for me. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/1/2025 the credit card linked to the account was charged for $50. I spoke to customer service on 6/3/2025 to inquire about the charge. during the first call with the Thumbtack (TTK) **** he was trying to explain what I concluded to be an ambiguous TOS policy regarding fees being charged on leads, & that there was a distinction for how leads can be classified & charged. The call was dropped and I had to call back, once again speaking to the same TTK ***. ** also stated that I had a active lead turned on for my account which means that I get charged a fee for just being contacted by a potential customer; that's right, *** charges a fee just for receiving a message. I asked the *** where that was posted and he referred me to the **** which I read thoroughly & concluded it to be ambiguous at best. The *** *** told me that another pro responded within one minute and was awarded the job. The Thumbtack *** also told me that a customer prospect can contact up to 5 potential Pros for bids, even though they are only choosing one, and TTK will still charge all 5 Pros a lead generation fee. I can understand TTK charging the Pro hired, but charging everyone is deceptive and TTK doesn't explicitly state any of this detail. I explained to the *** *** that all of this information was clearly stated when I was setting up my account. For example, It was my understanding that I hadn't completed setting up my account even though I added a payment method. My account has not been used once since setup. Thumbtack needs to update their TOS to have way more detail & contain this information so potential Pros looking to use this service are aware of the charges and can decide whether or not something like this is worth signing up for rather than finding out through a dispute resolution. I told the *** I would make a BBB complaint and here I am. The next stop is contacting the Merchant and have the charge refunded. That's one business that will have my back.

  Business Response

  Date: 06/04/2025

  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. And we aim for our pricing on these leads to be fair and transparent. 
  
  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: ***********************************************************
  
  If you have additional questions Thumbtack can help you with, please contact us here: ******************************************************************
  

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found a contractor through thumbtack, and hired tree trimming service 05/14/20225.This tree trimming person brought a bulldozer with a lift., and ran over my yard, while trimming a tree. It made clear visible damage on the lawn, as well as destroying part of the lawn.This contractor refused fixing lawn. When I asked, he put some garbage looking turf that he picked up at the road and threw them on my lawn. My tenants refused to even pick up the mess that this contractor put on the lawn. That's when I contacted thumbtack.They offer up to $2500 property damage if I hire professional through thumbtack, which I did.********************************************** One week passes by. ( today is 05/30/2025) They asked me to provide all quotes from contractors to fix the lawn. I supplied all information that they asked for. Thumbtack customer service was implying that my property damage will be fixed, asking a lot of information such as photos of damage, as well as asking me to search for contractors who can fix the damages, etc., leading me to believe that my property damage will be fixed by their expense. Today, **************** personnel at ********************** tells me that this damage is not qualified for " ThumbTack guarantee" for no reason. This fits property damage done by professional who paid to be listed as "pro" at Thumbtack. Thumbtack should not " False Advertise" to get more customers by offering false" guarantee".They should not list all professional " as Top Pro" only because those contractors pay them more to be listed as top pro to get more customers. They should reimburse the cost to fix the damage, as tree trimming person refused.I already hired a lawn professional to fix the problem. Cost me $850

  Business Response

  Date: 06/02/2025

  We understand your position and recognize how difficult this experience has been with the service provider 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.

  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.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23399306
  
  I am rejecting this response because: The response doesn't offer any resolution other than conflicting their guarantee policy. They didn't want to mediate this matter fairly because of conflict of interest, as they thrive out of contractor's subscription fees. Putting up unlicensed contractor with "top pro rating" within the platform  is deceiving business practice. In this case, contractor refuses to finish his job correctly, and refuse to pay the cost for fixing the damage that he made on my lawn. Only way to resolve this issue is thumbtack to pay following through their business promises, or force the contractor to pay the cost. $850
  Sincerely,
  
  *** ***

  Business Response

  Date: 06/03/2025

  We can assure you our Trust and Safety team works hard to make sure our customers have safe and positive experiences while on the platform. It's their goal to help each case end in a desired resolution. Since all of our efforts have been exhausted, we encourage you to explore your local resources to further pursue a resolution from the pro, such as your local small claims court.

  If you have any questions regarding these next steps, please respond to the most recent email from your Trust and Safety agent. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23399306
  
  I am rejecting this response because: It is Automated message. Thumbtack is liable to all the cost to fix the property damage done by the contractors from thumbtack. They  should abide by the guarantee policy that they post on their website to lure customers. Do not continue false advertisement, or listing unlicensed contractors, only because they are paying fees to thumbtack. Thumbtack knows that most people don't bother going to the court. 
  
  Sincerely,
  
  *** ***

  Business Response

  Date: 06/04/2025

  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 is to help you both work together toward a resolution when issues occur.

  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 service provider 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 about this concern. You can respond to the last email you received from them with any new questions.

  
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23399306
  
  I am rejecting this response because: Thumbtack is responsible for False advertisement/misleading customers. This contractor with no license is listed as " Top Pro" by ********************.
  
  Sincerely,
  
  *** ***

• Initial Complaint

  Date:05/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello Im writing this complaint because I notified thumbtack of a balance on my account and they claimed that they cannot remove the balance. Thumbtack claims I used a service that I never received in the sense of a customer using my lead but they never requesting to get the work done after choosing my lead. When thumbtack described to me how that system works I immediately thought to myself, this is fraud on a high scale. The conversation progressed with the thumbtack agent and all they could say is theyre sorry for pretty much scamming me after clearly explaining that, what youre doing isnt right. Basically what thumbtack is doing is stealing money from peoples personal accounts after their system automatically charges you for never getting the service to do service. As I continue to talk to the thumbtack agent, I stated that if I had a personal account with $1000 in it and customers needed service and they choose your lead, but they are not getting the service done, thumbtack still gets the fee for a lead from your thousand dollars in your personal account even if the customer doesnt choose you as the ******************** pro to do as the customer requests. What that also means is I could never get a job but thumbtack will always get paid and theyll be fine with that. Ill just owe them just like now if I dont have enough money in the account for them to steal, they will hold that fee on thumbtack until you pay it Even if you didnt get a single job for the lead and stop your post from being seen on thumbtacks platform. They are stealing from people who strive to be a better version of themselves and need to be shut down if the fraud continues

  Business Response

  Date: 06/03/2025

  Hello *******,

  Thank you for reaching out and sharing your concerns.

  We understand how inconvenient it can be to receive a charge when a customer ultimately decides not to move forward with the work. Thumbtack incurs fees for leads when there is a notable indication of customer interest.
  

  This policy is outlined in our Terms of Use, which all users agree to when signing up.We want to emphasize that Thumbtack values feedback and continually evaluates ways to improve the experience for both customers and professionals. If you still have questions about your account or need assistance resolving your balance, our support team is happy to help.

  You can reach us by email at ******************************** or by phone at ************, Monday through Friday, from 6 AM to 6 PM MST.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Submitted an inquiry to one specific person. Based on the way the Thumbtack platform is set up, my personal information was shared and posted to all providers of that service. My phone was inundated with call and texts. No way to deactive this setting without deactivating the account.

  Business Response

  Date: 05/28/2025

  Hello **,

  Thank you for sharing your experience we appreciate your patience as our team works through your case.

   We understand your concerns around how your inquiry was shared and the volume of responses you received. Thumbtack is designed to help customers quickly connect with available pros, which can sometimes result in multiple providers reaching out based on your project details.

  It looks like you already have an open case (********) with our Support team, so the best next step is to continue working directly with them. If you havent heard back yet, please reach out to ******************************** and reference your case number so the team can assist you as efficiently as possible.

  We appreciate your patience.
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23382960
  
  I am rejecting this response because:

   

  I have not been contacted by the support team. Also - this is a privacy issue in addition to this being an annoyance.

   

  the company is biased toward connnecting people quickly because the businesses pay per lead generated. This is at the expense of the consumer experience.
  
  Sincerely,
  
  ** *****

  Business Response

  Date: 05/29/2025

  Hello Cj,

  Thank you for following up with us and sharing your concerns.

  We understand how frustrating this situation must have been for you, and we appreciate your ************** clarify, when a customer submits a request on **********************, that project is shared with a limited group of professionals who match the service type and location. This ensures that customers receive timely responses and can compare different options.

  We recognize that this system may not be a perfect fit for everyone, and we are continuously working to improve the balance between speed and quality of experience.Your privacy is important to us. While your request is shared with relevant professionals, the personal information included is limited to what is necessary for them to respond to the job.

  We acknowledge that your experience may not have met your expectations.A support case (ID: ********* was automatically created when you accessed our ************ If you would like to follow up directly with our team, please call us at ************ during our business hours, Monday through Friday, from 6 AM to 6 PM MST. You can also email us at ********************************************************.

  We appreciate your feedback, as it helps us enhance the overall experience for our users.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23382960
  
  I am rejecting this response because:

  Is there any way to turn off interest in a project? To try to stop being messaged by a lot of people, I marked the job complete and was still receiving messages from businesses. The only way I found to stop people reaching out to me was by deactivating the account. 

  
  Sincerely,
  
  CJ

  Business Response

  Date: 05/30/2025

  Hi **,

  Thank you for following up. 

  Marking the project as complete should help reduce ongoing responses. If you still receive messages afterward, we understand that this can be frustrating. The system provides service providers with a brief period to respond while the project is active, so some may have contacted you before your update was processed.

  If you need assistance managing your account or project settings, please don't hesitate to call us at ************ or email us at ********************************* We are available from Monday to Friday, 6 AM to 6 PM MST. Thank you for your patience.

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For months I have received leads that have gone nowhere. I have asked support multiple times to vet the clients better. The clients they provide do not look at pricing, and are confused when they reach out even thought the price point is in the literal message they send. They get irritated when they learn I am far away from them, even though they see the price point. They often select the wrong service, and then get mad at me when they don't understand pricing. I was willing to let this go until I received my first 1 star review in 15 years yesterday due to my location. I didn't even provide services. As a small business owner, these reviews can make or break my reputation. I am so disappointed that I have asked Thumbtack to do better for at least two years and they have done nothing. I was also denied a refund for this bogus lead, and given a credit. I asked them to please remove the one star rating and they did not. So I deactivated my account. I am asking for a refund for the past two years of leads that went nowhere, $200. I asked multiple times for them to handle lead quality and they did not.

  Business Response

  Date: 05/27/2025

  Hello ******,
  

  Thank you for taking the time to share your concernswe truly appreciate your patience.

  We understand your frustration around lead quality, unexpected customer behavior, and the impact reviews can have on your business. We know how hard it is when things dont go as expected, especially when youve made an effort to set clear expectations with potential customers.
  
  ********************** is designed to help connect professionals with customers, but we recognize that not every lead turns into a job. Were always working to improve the experiencefor both customers and prosso feedback like yours is important. Were sorry to hear that your experience didnt reflect the kind of value you were hoping for.
  
  When it comes to refunds, we review each request based on the details of the lead and how it aligns with our policies. While were not able to offer broad refunds outside of those guidelines, were happy to take another look at anything specific you'd like us to revisit.
  
  If you'd like to continue the conversation, our Support team is available at ******************************** or ************, MondayFriday, 6 AM to 6 PM MST. Were here if you have any follow-up questions or decide to return to the platform in the future.

  Customer Answer

  Date: 05/27/2025

  Your response is noted, but it fails to address the seriousness of the issue or take any real accountability.

  For two years, I paid for leads through Thumbtack that were consistently unqualifiedclients didnt read pricing, selected incorrect services, or were outside my service area. I reported this multiple times, and nothing changed.
  The final straw was receiving a 1-star review from a client who never received services, solely because of my locationsomething that shouldve been clear from the beginning. I asked your team to remove or contest the review. You didnt. I asked for a refund for that lead. Denied. I asked for a refund for two years of poor-quality leads that wasted my time and money. Denied again, with a vague offer to revisit specifics.
  Let me be clear: Ive already brought specifics to your support team multiple times. Ive given Thumbtack every opportunity to make this right. You didnt.
  I am now demanding a refund of $200, which is a small sum compared to the time, energy, and reputation loss your platform caused. If this issue is not resolved promptly, I will escalate this complaint publicly and legally if necessary.
  I expect a direct resolution, not another canned response.

  
  **** ******
  

  
  

  Business Response

  Date: 05/28/2025

  Hello ****, 

  Thank you again for taking the time to share your experience.
  

  Were truly sorry to hear the platform hasnt met your expectations, especially after your continued efforts to raise concerns. Weve reviewed the details of your request, including the review in question and the lead charges tied to your account.

  Regarding the 1-star review you referenced, we understand how disappointing it is to receive negative feedback from a customer who did not move forward with services. However, per Thumbtacks review policy, we allow customers to leave feedback based on their interactioneven if no services were renderedas long as the review does not violate our guidelines.

  While we acknowledge your request for a $200 refund, we are unable to issue a refund for charges that occurred over a span of two years. Our policy does not allow retroactive reimbursement for past lead activity unless a specific lead qualifies under our refund criteria.
  

  If there are individual leads from the last 30 days that you believe fall outside of our quality standards, were happy to take a second look. You can submit those requests through your account or reach out directly to our Support Team here:  ******************************************************************

  We appreciate your feedback and regret that we couldnt provide the outcome you were hoping for. For any remaining questions or specific lead details you'd like to revisit, our Support team is available at ******************************** or ************, MondayFriday, 6 AM to 6 PM MST.

  Customer Answer

  Date: 05/28/2025

  Your response further reinforces my original point: Thumbtack is unwilling to take real accountability for a pattern of platform failures that spanned years and directly impacted my business reputation and finances.
  You admit that I received a 1-star review from someone who never used my servicesyet hide behind a policy that allows damaging public reviews even when no work was performed. That is not a customer experience policy; thats a business liability and a blatant disregard for your service providers' reputations.
  Your refusal to issue a refund for charges over the past two yearsdespite repeated complaints and lack of resolutiontells me everything I need to know about how Thumbtack values its users. This is not a case of me failing to communicate or misunderstanding your guidelines. This is a case of you ignoring valid concerns, profiting from poor-quality leads, and now falling back on technicalities to avoid responsibility.
  I will be pursuing further action through public consumer advocacy channels, including formal review platforms and legal avenues if necessary. This response is unacceptable.
  

  Business Response

  Date: 05/29/2025

  Hello ****,
  

  Thank you for following up with Thumbtack through the Better Business Bureau.
  

  When you created an account and began using our platform, you agreed to our Terms of Use. These terms outline how Thumbtack operates, including how and when charges are applied. Our system automatically sends leads to professionals based on their service preferences, and charges are incurred when those leads are deliverednot when they're reviewed or responded to.
  

  We also want to clarify that the expectations around how our platform functions, including lead delivery and review visibility, are consistently communicated through our Terms of Use. These are agreed upon at sign-up and guide how disputes, including those related to lead charges and reviews, are evaluated.
  

  All sales on Thumbtack are final and non-refundable per our policy outlined under Thumbtack Fees and Taxes. You can find more information on our refund policy and how to request a refund here:

  Refund *********************************************************************************start="1363" data-end="1366">How to Request a Refund: *********************************************************************
  

  We do want to emphasize that Thumbtack takes feedback seriously and continuously works to improve platform qualityfor both customers and professionals. If theres anything else we can help with, please reach out to us directly.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23381155
  
  I am rejecting this response because there is no resolution. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The amount of money I paid Thumbtack AND I NEVER ACCEPTED ANY JOBS.

  Business Response

  Date: 05/27/2025

  Hello Adele, 

  Thank you for bringing this to our attention.
  
  We understand your concern and appreciate the opportunity to respond. Thumbtacks system is designed to help professionals connect with potential customers, and in some cases, there may be charges tied to those connections. We recognize this can be confusing, especially if youre new to the platform or if the expectations werent clear up front.
  
  If you have questions about specific charges or believe something was billed incorrectly, our Support team is here to help. You can reach them at ******************************** or by calling ************ (MondayFriday, 6 AM6 PM MST). Theyll be happy to take a closer look.
  
  Thanks again for taking the time to share your feedback.

• Initial Complaint

  Date:05/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* charges me when a customer only sends me a message. I don't even have to answer so they can charge me up to 50 dollars pero message or customer. This company needs to give me my mo ey back and return it to all these people

  Business Response

  Date: 05/27/2025

  Hello ******, 

  Thanks for reaching out and sharing your experience.
  

  We charge for leads when a customer shows clear intent to connectlike sending a message or booking directly. We understand it can be frustrating to pay for a lead that doesnt turn into a job, and were always working to improve the quality of those connections.
  

  If you believe you were charged incorrectly, we recommend reaching out to our Support team. They can review your account and determine if any credits or refunds are appropriate. You can contact them at ******************************** or call ************, Monday through Friday, 6 AM to 6 PM MST.

• Initial Complaint

  Date:05/24/2025

  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.

  Company charges does not live up to their refund policy. They charge us miscellaneous charges. A thumbtack customer tried to hire me but clearly said he doo not mean to as I was too far away from his location. Thumbtack purposely shows their customers professionals outside of the area to charge professionals. "The job changed significantly"The company ignores their refund policy. I should not have been charged for this.

  Business Response

  Date: 05/27/2025

  We value our pros and want to make sure our lead charges are always fair and transparent. 
  
  It looks like you have submitted this refund request to our Support team and they need some additional information in order to process this refund you are requesting. Please follow the link in our most recent email to upload the additional documentation. 

  We appreciate your support and patience as we work together to resolve your concerns! 

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23374582
  
  I am rejecting this response because:

  This business has denied my refund. This business has access to view my messages on their app and does need anymore information. They are purposely trying to waste time. They are blantly choosing not to give me a refund even though my request aligns with their policy. I should not have to go through this process or deal with the lies, theft, and deception when they can see everything.
  Sincerely,
  
  Chef Q (quinnetta) *****

  Business Response

  Date: 05/30/2025

  We aim for all of our processes to be quick and easy for our service providers so we apologize if this process has been frustrating for you! We do want to make sure we have all of the necessary information to properly review the lead charge and offer a refund. We highly encourage you to respond to our most recent email with the next steps in order to get your refund process. 

  Your cooperation is greatly appreciated! 

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23374582
  
  I am rejecting this response because:
  Company did not send me an email. The business is still acting oblivious. I will screenshot this conversation to my bank acknowledging refusal as well. I will keep this for my record acknowledging refusal of refund for the third time. Again this company can easily refund me. They just want to prolong this process. 
  
  Chef Q (quinnetta) *****

  Business Response

  Date: 06/03/2025

  Thank you for this additional information! It looks like an email was sent to your email address on May 24th. If you are having trouble viewing that, please give our Support team a quick call at **************. They will be able to quickly assist you in processing a refund.