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:02/04/2024

  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.

  Thumbtack Instant Booking is extremely problematic. In this case ************ booked an appointment and then almost instantly sent me a message to cancel the appointment. Thumbtack offers me no means to cancel an Instant Booking, nor does it offer me any contact information for the customer of the Instant Booking unless I press "Confirm Booking & reply". The end result is the customer gets left hanging and I get charge an exorbitant fee regardless whether or not I confirm the booking the Instant Booking . I reported this to Thumbtack and they refused to issue a refund of $10.21. In another case on January 11th **** ************************* requested snow removal for January 12 **** at 6:13PM. I responded 14 minutes later at 6:27PM that I could come the following morning. At 6:56PM the ******* informed that "Thanx but I got this one covered". Then at 3:45AM the following morning requested the service again. I informed ******* at 7:03AM that I was booked for the day. On the plus side this was not an 'Instant Booking' and I was able to communicate with the customer ********************** charged me $5.21 for this fiasco and refused my request for refund.So I am paying 3x as much for Instant Bookings, and I do not have the ability to communicate with customers using Instant Booking. Yet when a customer using opts out of Instant Booking, I can communicate with them from beginning to end and it cost me 3x less.Thumbtacks excuse for the malfeasance is this:"Thumbtack gets your business in front of customers for free. You only pay for customers who contact you to learn more about working with you. Once you hear from a customer, that connection never expires, and follow-up messages are free.Remember, youre paying for the value of connecting with new customers, whether or not youre hired.

  Business Response

  Date: 02/09/2024

  Thank you for reaching out about your concerns with Instant Booking.
  
  We understand this is a significant change, and we're here to help during this transition. Weve learned that with instant booking, pros are more likely to get hired, and customers are more likely to get their job done. We understand this is a big change. Feel free to learn more about Instant Book here: **********************************************************.
  
  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 hope this information has provided clarity on our process. Please reach out to our team if you have any additional questions.

• Initial Complaint

  Date:02/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was never refunded for a customer who instantly booked an appointment on the thumbtack app wth me. I drove an hour to their house only for them to not be home. I Val the phone and they say they never booked an appointing me despite the app showing they did. It's all a scam. In the app, status for that customer went from hired to job done to not.hired all while I was standing in front of so called customers door . I requested a refund and disputed it over a month ago and still haven't heard from customer service because there is no customer service. I tried deleting my account a week ago when it said error in deleting and I still couldn't contact anyone from customer service. Why should I be charged for customers if I tried to delete my account? As soon as money posted to my bank card, thumbtack took about $350 charged to my bank card without permission , like I said I had put in a request for deleting my account and had no intentions of wanted to pay any money and didn't want to take any jobs from thumbtack but I was still charged. I now had no choic3 but to deactivate my account , and I bet ******************** will still try to find a way to charge me while my account is deactivated. I want my account completely deactivated. I want my full refund of what they charged from my bank card because this was after the fact of me already asking for my account to be deleted.

  Business Response

  Date: 02/08/2024

  Thank you for reaching out to us about these concerns. 
  
  We have been able to review this matter and want to provide some support. Our team has sent you an email and we are eager to hear from you.
  
  We appreciate you providing this feedback. We have reviewed your feedback and will use this to help with our processes. 
  
  We hope to hear from you soon! 

• Initial Complaint

  Date:01/31/2024

  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.

  31 *** **** multiple fraudulent charges attempted by thumbtack.com on my credit card for over $1,300. Had to cancel my credit card.

  Business Response

  Date: 02/02/2024

  Thank you for providing this information for our review. 
  
  We have attempted to take a further look but have not been able to identify some critical information. We encourage you to file a concern using this link: ************************************************************;
  
  Once we are able to speak with you directly, we will be able to identify how we can assist. 
  
  You can also reach our Service and Support team Monday - Friday, 6 AM - 6 PM MST. Here are the different options we have for you to proceed with:
  
  - Phone support is available by calling **************
  - Text support is available by texting **************
  - Email support is available by emailing ******************************** or ****************************** for Spanish Support.
  
  We hope to hear from you soon! 

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two companies which I used thumbtack to get customers one already been closed I kept my cleaning company Dionnise Cleaning I have for several years one day thumbtack.com just deactivated my account with no reason I have emailed directly to them many times through email and website the told me because of a balance but no balance from my account Dionnise cleaning it was from saldiernas framing which is nothing to do with me this company is not mine I refer him to open an account on ******************** to get more customers I contact him he explained he send a message to a lead but the customer never reply and ******************** charge him which is a scam if the customer doesnt reply pro should no pay how can you do that to the small business if thumbtack exists thanks to business like us I havent talked to him around 3 years and it should not be my concern his balances I have to contact them with no resolution thumbtack should be ashamed of taking advantage of business they havent even answer never again and proof the reason of closing my account because I dont have a balance and they should no mixing accounts which is no mine . Hope other businesses dont open account with them because we created account to get more jobs no to be scammed

  Business Response

  Date: 02/07/2024

  Hello *******,

  We understand your position, and we can appreciate how frustrating this situation would be.

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

  Once any outstanding concerns have been resolved you can email our service and support team at ******************************** and ask that your account status be reviewed again.

  Thank you for giving us. an opportunity to address your concerns.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21225298
  
  I am rejecting this response because:

  I only one account and no other is linked

  like I said before I help somebody to open their account with ******************** because I thought was good for his business what they do or dont do is nothing to do with me or my business. So this is no reason to deactivated my account when I dont have no balance or no linked to the account in any way
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/15/2024

  Thank you for providing this feedback. 
  
  To help us understand more about your concern, please provide all relevant information using this link: *********************************************, which will help you confirm if you are associated with any other accounts. Please provide the relevant information, and our team will reach out with the next steps.
  
  We hope this has helped provide clarity to our process. 

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21225298
  
  I am rejecting this response because:

  the link provide it dont give the help I need it take to options the have nothing to do with my situation Thumbtack have very poor way of resolving matter that happen when companies become big is all about quantity for them no quality . Big companies dont pay them to get customer ******************** is all about small businesses like mine to keep up should be handle way better this 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thumbtack has been messing with its prices and typically I don't complain especially when they shoved the instant booking down our throats and would charge 300 plus for booking that never made sense. Never got refunded for those but anywho they charged me for a lead out of state to which I disputed and was denied. My explanation was I do not advertise there nor do I have a valid trades lice se to work in that state. To which I was denied a credit. So this will be the most expensive ***** yall ever robbed from a contractor. Because I will be contacting consumer protection, my states attorney General your states attorney General and let them see, and know what has been going on with the fraudulent site and how you like to take more money and deceive the pros with you budgets, and bookings. There was another company like this it began with an H it didn't work out well for them in the long run.

  Business Response

  Date: 02/07/2024

  We really appreciate your business with Thumbtack and were here to help answer any questions and provide information on our policies to help you be successful on the site.
  
  We used the information you contacted us with through the Better Business Bureau to find your account. It appears that your preferences are set to include areas in 3 states, so please review your targeting and be sure it is up to date. Our system will only allow customers to match with you if their job details including location are an exact match for the ones you've selected in your targeting preferences. The customer you are mentioning was able to match with you because your targeting is currently covering their location. As a user-managed platform, each pro is solely responsible for controlling their account, so situations where a pro has incorrect targeting selected are not covered by our refund policy. Even though this situation is not covered, you can still reach out to Support to see if they may be able to consider a courtesy credit, though you'll need to speak with a Support Advocate to find out if that will be possible.
  
  Here are some resources that will help you learn about how to set up your targeting:
  Setting up Targeting - **************************************************************************
  All about Targeting - ***************************************************************
  Setting up your travel preferences - ****************************************************************
  
  Here is a link to review our refund policy: ***********************************************************
  
  If you have questions about a refund decision, you can send an email to support@thumbtack .com or reach out via phone. Here is the support contact info:
  Support hours are Monday - Friday 8 am to 5 pm MST
  Phone support is available by calling ************
  Text support is available by texting ************
  Chat support is available to pros when they login to their Thumbtack account. Be sure you are logged in to your account.
  Email support is available by emailing ********************************

• Initial Complaint

  Date:01/30/2024

  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.

  My name is *************************** phone number ************ email ************************ the thumbtack company is a company that sends Lead to other clients and if they do not give the correct information it is assumed that they must be return the money, they sent me a number that was disconnected and they charged me for that lead from *************************** this is the day Jan 22 Roof Repair or Maintenance $47.99 Lead, today I trusted the company to make my claim good and they told me no because the client gave them that number, I also told ******** that they would close my account and refund my money accumulated from my account is Balance $138.07 plus $47.99 for a total of $186.06 and they didn't want to give the refund, this is my problem, I hope you can help me get that money back,

  Business Response

  Date: 02/05/2024

  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: ***********************************************************.
  
  As we spoke on the phone with you on January 30, ****, we have been able to confirm the phone number of the lead you inquired about with the customer. As for the balance, due to the package you have provided, we will not be able to provide a refund. 
  
  If you have any further questions, you can reach our Service and Support team Monday - Friday, 6 AM - 6 PM MST. Here are the different options we have for you to proceed with:
  
  - Phone support is available by calling **************
  
  - Text support is available by texting **************
  
  - Email support is available by emailing ******************************** or ****************************** for Spanish Support.
  
  We hope this information has provided clarity to our process. 

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21219977
  
  I am rejecting this response because:
  The give a wrong information and phone number, thumbtack said satisfied customers  that is the regulation and thumbtack not fallow the rules, the control all the companys and do take the money,
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/09/2024

  Hi ***, we understand you're not satisfied with the outcome of these refund requests, however we don't have additional information to share as the refund decisions are final per our support team's previous review of these.

  Our team did not find that these leads met the requirements within our Refund Policy: ***********************************************************, or that they were illegitimate leads.

  Once more, we appreciate you taking the time to share feedback about our current Refund Policy and we'll be passing this along to the right teams in an effort to make future improvements.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21219977
  
  I am rejecting this response because: Your regulations only work for you, for us consumers there are no rules that protect us, the rich get richer by Stealing the poor, make sure that this money serves you to continue stealing from companies (People) that do work and do not steal like you, your company
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/30/2024

  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 needed to get a new roof installed, so my solar panels had to be removed and reinstalled after completion of the new roof installation. I hired a contractor from thumbtack in November of 2022. We agreed on the price of the job. He removed the solar panels and reinstalled in December of 2022 after completion of the roof work. About 6 months later, May of 2023, I noticed a leak in my son's bedroom when it was raining. I called the roofing company, they sent someone to look at it but found no issue with roof. In August of 2023, I noticed a leak again in the same bedroom so I called the roofing company. They sent another person who determined that the leak was coming from one of the solar panels attachment to the roof. I notify the contractor from thumbtack, but he refused to do anything because he had a 3 month warranty of his work. I notified thumbtack and they said they had a 6 month warranty on their contractors' work. In January of **** a wind blew off one of the solar panel rack that was meant secure it on the roof. I notified thumbtack again of the incident. Thumbtack didn't even respond, at this point I believe that the solar panels were not installed properly and I'm concerned that the next winds will blow off the panels. Most solar installation require at least a year to assess the quality of the installation, the 3 or 6 month warranty should not be valid in this case.

  Business Response

  Date: 02/05/2024

  Thank you for reaching out to Thumbtack and letting us know about the problems you've had with a solar panel installation project. We can imagine how stressful and frustrating this experience has been, and we are sorry to hear about it.

  Our Trust and Safety team has thoroughly reviewed your concerns and your eligibility for all resolutions options, and they have provided you with the 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. If there is any way that Thumbtack can support you in those efforts, please dont hesitate to respond back to the last email you received from our Trust and Safety team. This email was sent on 9/25/23, and was the same one that provided you with next steps. If you have further questions, the specialist that was helping you with this concern previously would be happy to help with any additional questions about your local resource options. We wish you well however you determine to move forward.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21219319
  
  I am rejecting this response because:

  I did contact thumbtack for another issue that arose with this pro but I did not get any response. The answered that was mentioned on the email on 09/25/23 was for the first issue with the roof leak. There was another issue with the winds blowing off a rack meant to secure the solar panels off the roof. I notified Thumbtack but no response yet. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/09/2024

  Thanks for providing that clarity. 
  
  Please respond to that email from our Trust and Safety team and provide your concerns. We will be able to assist once you respond to that email with your concerns. Once we are able to collect the relevant information, we will identify how we can assist. 
  
  We hope to hear from you soon! 

• Initial Complaint

  Date:01/29/2024

  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.

  $300 was the initial investment with a $80/week budget. Thumbtack is very clear and in their policy states, "If the contact information is invalid, then you will be refunded the money spent for direct leads." This is completely false. The very first "direct lead" was someone when contacted said they had no idea what Thumbtack was. Thumbtack must give one courtesy refund and that's it. They threw two more bogus leads that were made up names and non-working numbers to the amount of $160. Both my entire weekly budget. I asked for a refund and proved the documentation. Within 48 hours, they send a generic email saying they reviewed the refund request and it is denied. Then they have the audacity to post then right under your denial:Thumbtack gets your business in front of customers for free. You only pay for customers who contact you to learn more about working with you. For more information, see what you pay for on Thumbtack.I sent the proof to the representative, ***************************, but he claims he can't do anything and it's all up to some rogue department that you are unable to speak to. I proved the phone numbers and the contact information were inaccurate. Still my refund request was denied. They don't screen anyone before using. I had a scammer send me a cashier's check that was reported as fraud. I had to pass a background check to be able to get onto the app. I was under the impression that there was some type of screening for the customers as well. Unfortunately, there is not. The names that were wanting work was ********************* and ****** Summets. Even the names seem made up and had no interactions or contact with. I am in belief that Thumbtack is scamming contractors by not giving refunds to fake profiles. The original woman I spoke to before the representative, *************************, left after a week of speaking to her because she didn't believe in the morals of the company. I should have never invested knowing that. ****** reassured that refunds are granted. False.

  Business Response

  Date: 02/05/2024

  Hello ****, Thank you for contacting Thumbtack here through the Better Business Bureau about your concerns with some of your recent 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.
  
  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.
  
  We want you to succeed on our site, so if we can further assist, please let us know. You can send an email to ******************************** or reach out via phone. Here is the support contact info:
  Support hours are Monday - Friday, 8 am to 5 pm MST.
  Phone support is available by calling ************
  Text support is available by texting ************.
  Chat support is available to pros when they login to their Thumbtack account. Be sure you are logged into your account.
  Email support is available by emailing ********************************

• Initial Complaint

  Date:01/29/2024

  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 hired Mr. ***** to install a new Kitchen Faucet, a new Kitchen Sink. and a new Garbage Disposal. The items were already purchased and at the home.Work was completed on December 9th, 2023. I paid $430 to Mr. ***** thru ***** as a bank-to-bank transfer. On December 30th, 2023, the hot water connection came undone and flooded my entire home with hot water. On January 2nd I contacted Mr. ***** to ask him what happened. He asked to come see it. He came over, looked under the sink, said that he doesn't know what happened, took pictures, said maybe he can help fix it, and left. I have had no further contact with Mr. ****** The extent of damages are 2 feet of drywall from my entire house has to be cut out and replaced, floors, appliances, and personal items need to be replaced. My entire family including my mother who suffers from dementia, three daughters, and 2 dogs have been living in a hotel since December 30th, 2023. I would like a $430 refund from Mr. ****** and to make a claim for damages. I have been displaced from my home. I am the caretaker to my mother who suffers from Dementia, 3 daughters, and 2 elder dogs. My home is not habitable. My family and I have been in a hotel since December 30th, 2023. We are expecting the repairs to take months. I would like to be refunded from Mr. ****** I would like to make a claim for accidental damages caused by the work performed by Mr. ****** I also have video evidence, a fire department report, and a text message conversation between Mr. ***** and Myself. I would like to be compensated for the repairs, living expenses, stress and inconvenience of being displaced from my home. I have not filed a review of Mr. ****** or Thumbtack yet to have a chance for resolution.

  Business Response

  Date: 02/05/2024

  Hello *******, 
  
  Thank you for reaching out to us here and sharing about your experience with a Thumbtack project. It sounds like this has been a stressful situation and that you have a lot of responsibilities. We want to do what we can to help. 
  
  We see that you are communicating with one of our Thumbtack agents about the situation, and they are helping you through our process. So please continue to respond to the emails you have received from Thumbtack related to this situation. That will be the best way for Thumbtack to assist you with your concerns. 

  Thank you for giving us an opportunity to address this with you.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21214493
  
  I am rejecting this response because: I can't get appraisals for the work until I get the house emptied so that it can be dried. I can't afford to have the entire house emptied until I have the funds. I don't want to continue to go in circles about this. You guys have the pictures of the damages you have seen the state of my home.It has been over 30 days with my house wet. The wetness has led to ants, mosquitoes, mildew, swelling walls, damaged floors, ruined appliances, destroyed personal items. Even the ******* will not fix my house. The money would be used to repair the basics. Packing up and storing anything salvageable, drying out the house, new floors, drywall, mold damage, and pest control. I don't have weeks to get on someone's list because it is making the damage worst to keep waiting. I'm hoping that we can resolve this issue soon, because the Better Business Bureau is waiting to see if this has been settled. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/09/2024

  Thank you for providing this response. 
  
  As a third-party advertising platform, Thumbtack connects customers to businesses in their local area to complete projects. We're not part of any hiring decisions, agreements, or transactions between the service providers and customers.

  Thumbtack provides the tools that allow businesses to display their relevant credentials and qualifications, including the option to upload their license if they choose, and customers decide who to hire based on that information. Any statements on the business's profile are provided by the businesses themselves.

  
  Since we do not endorse or employ these businesses, it is very important for you to research whoever you hire and make your own decisions about their suitability for the project.
  
  With that said, we understand that issues may arise and provide resources in specific cases. To be able to help users, we have identified specific requirements in the Thumbtack Guarantee. These requirements are for all users to ensure we are providing an equitable system. 
  
  Please continue working with the Trust and Safety team member, as they are experts in this process. They will be able to outline the next best steps. 
  
  We hope to hear from you soon! 

• Initial Complaint

  Date:01/27/2024

  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 charged me for text messages received a few hours after I created my account, and only with one review for my account. I didnt even had any contract or received any payment or was hired from this scam people that dont even exist. I didnt even replied one text of them. I thought that they will charge me as soon I close a business contract with a client, which I think is fair but not for texts messages in the account. I read many people with the same issue with big amounts of charges only for texts, because it is not clear why they will charge. I want my money back because the people that contact me were fake only to get me charged. I tried to contact customer service and they told me they can only give me a credit which I dont want, and then after that another text popped up and another charge only because one person decided to text me.

  Business Response

  Date: 02/01/2024

  Thank you for providing your feedback to the Better Business Bureau. 
  
  We have been able to look into this matter and wanted to provide clarity to our process. We were unable to find which account your concern is related to, but we wanted to provide some clarity. 
  
  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: ***********************************************************.
  
  Refunding customers that don't respond isn't something that has been included in our refund policy.  You are charged when the customer first reaches out to you through search results. At that time, it is up to the pro to work to sell their business. Our pros now have the customer's phone number. You can call, text and message the customer as well as follow up with the customer.   We also wanted to share our Terms of Use with you if you have further questions.
  
  If a customer chooses to go with another pro, this isn't a refundable situation; if a customer doesn't respond back to you, this isn't a refundable situation.  Please refer to our refund policy for all refund situations.
  
  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 that with instant booking, pros are more likely to get hired, and customers are more likely to get their job done. We understand this is a big change. Feel free to learn more about Instant Book here: **********************************************************.

  If you have further questions, please reach our Service and Support team Monday - Friday, 6 AM - 6 PM MST. Here are the different options we have for you to proceed with:
  
  - Phone support is available by calling **************
  - Text support is available by texting **************
  - Email support is available by emailing ******************************** or ****************************** for Spanish Support.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21208517
  
  I am rejecting this response because:

  The subscription to this platform requires a card but its not clear enough about the user will be charge for every person who decide to text you even with out any interest in hire you. Cancel and delete the card is almost impossible, they dont allow it unless you suspend your account. It seems suspicious that a few minutes after I created an account with one review only, people started to text me. After I realized how Thumbtack operates I tried to delete my card without success. In that moment another text came giving phone numbers without any other question. I finally delete my card after I had to suspend my account but it was late because they charged me again. For a text. I called the person to see if they are real people looking for hiring and they avoid me saying they never texted. Seems like scam to me. I consider that this company is not clear in their policy at the moment of setting up the account and what I understood was that they will charge you if you get hired, not because a text. I tried to contact them and they never respond and only email me saying a refund wont be make. If you check the amount of people with the same complaints and the same problem I have is unbelievable. They take the people s money. The terms are not clear! 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/07/2024

  Thanks for reaching back out here, *****. We hear your concerns and have collected your feedback.

  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 according to who 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 decided 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. 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. If you have additional questions about how Thumbtack works, how you are billed, or what qualifies for a refund you can reach out to our Service and support team and they will be happy to help you. 

  Support hours are Monday - Friday 8 am to 5 pm MST
  Phone support is available by calling ************
  Text support is available by texting ************
  Chat support is available to pros when they login to their Thumbtack account. Be sure you are logged in to your account.
  Email support is available by emailing ********************************

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21208517
  
  I am rejecting this response because:

  I am not paying 87 dollars for 2 texts that I didnt use in benefit for my self or any business. I requested a refund from the beginning because I didnt want to be part of this anymore, I couldnt talk with anybody. The option of closing the bank account or even the account wasnt available, they said by law they cant close my account? What law? ********************** make everything impossible for customer who just want to earn some money and at the end they loose money because this app ripped us off. They just issued credits to be charge again with another text from a supposedly client that we dont know even if they are real or not. I am firm in my decision, I already contacted my bank account about it, and because that I received a email from Thumbtack where said in a threatened way that if I dont tell my bank to close and dissolve the dispute they will freeze my account and will close it. I want to close my account so they can close it immediately, I wont dismiss any claim.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/09/2024

  Thank you for providing this information. 
  
  On February 6, ****, our Trust and Safety team sent you an email outlining our policies on this specific issue.
  
  Specifically, we outlined that 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: *****************************************************.
  
  Moving forward, Please make sure your targeting preferences **************************************************************************** set
  correctly, and finally, please familiarize yourself with Thumbtacks Terms of Use *******************************************.
  
  Please feel free to respond to our email to obtain further clarity about this concern. 

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21208517
  
  I am rejecting this response because: I consider is the charge they made only in text messages is completely unacceptable. I want my refund to my bank account and the complete deletion of my account 
  
  Sincerely,
  
  *********************