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:07/26/2023

  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.

  This complaint is to report Thumbtack sending fraudulent leads to businesses. Multiple leads and instant book customers never responded or claimed that they never submitted a request for service from Thumbtack.

  Business Response

  Date: 08/01/2023

  Hi *******, we're sorry to hear this feedback and that this has been your experience on Thumbtack so far. We have processes in place to identify illegitimate leads on the platform, and take appropriate action to remove those requests. If we find that a service provider receives one of these leads, we issue refund(s) in accordance with our policy: ***********************************************************. You can report concerning information through this link: ****************************************************** or by contacting us directly at ********************************* We were able to locate your account based on the information you shared, and found that your profile set up hasn't been completed. It's important to fully complete your profile to remain competitive and win jobs on the platform. We also encourage you to review these resources on our Help Center: *************************************************************************************************************** for more information about following up with customers and making the most of each lead. While we can't guarantee that every lead will result in a hire, and we understand it's frustrating when a customer doesn't respond, we focus on providing a platform for you to showcase your business and matching you with the types of projects you want. For more personalized support, you can once more contact our team at ********************************* or by texting ************ Monday through Friday, 6am to 6pm, MST.

• Initial Complaint

  Date:07/25/2023

  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 a vendor from Thumbtack: ********************************** The agreement was $550 to REMOVE sod and REPLACE it with new one. The fee included 550 sq feet of sod, removal of the old sod and installing the new one. Upon arrival, as a pro, he TOLD me that not all the sod had to be replaced, that he would rather keep what he deemed as savable and only replace what was needed. After he was done, some spots had a lot of dirt and there was no visible grass, when I questioned it, he explained that it will clear as we water it. He said it would take a few weeks for the sod to stick, water it twice per day. After a few weeks I contacted the vendor as the dirt was gone, but there was no grass in some spots & some of the old grass that he decided to not change, was now dead. The new grass its thriving.He said he would come by, but then stopped communicating, therefore, I contacted Thumbtack as they promise a refund if the work is not done as agreed. Thumbtack was responsive, but they are def not in favor the client as they pretend to be. I provided all the communications between ******* and I, pictures, Receipt. I provided actual rain statics for my specific zip code, which shows than in addition to us watering the lawn, there was PLENTY of natural watering, therefore it wasnt a watering issue.I also offered to pull the videos backing up everything I said, including when the Vendor installed the lawn, as the videos have audio. Thumbtack offer for me to pay for the material and vendor would install it, which is ridiculous and an insult, as the vendor did not remove and replace the sod as agreed. From the 550sq feet, he used less than 1/3, left my house with a truck full of it. The second option was for me to get two other professionals' feedback, which again, it is going to cost me more money. I had everything documented in case anything went wrong and Thumbtack ignore all the information that I provided, which was Factual, not he said/she said situation.

  Business Response

  Date: 08/01/2023

  Hi ******, we're sorry to hear that your project didn't go as planned. We were able to locate your case based on the information shared and see that you've been working with our Trust and Safety Team through these concerns. In regards to your eligibility for reimbursement via the Guarantee, please refer to the communication sent by our team via email on July 20th, 2023: We do have a Guarantee in place to help customers going through situations like this one, but your eligibility is based on the Guarantee Terms and Conditions. While we do have this program, it is not a satisfaction Guarantee. As outlined in the terms, the "Money-Back Guarantee: [is applicable] When a ******************* Professional materially deviates from the material terms of the Thumbtack Scope of Work Agreement". We asked for the estimates in an attempt to verify the deviation and continue to hold ******* responsible for the concerns. We ask all consumers to receive estimates for repairs in order to maintain and protect the integrity of our platform and policies. We encourage you to follow up in response to our team's last email, on July 21st, with any questions or new documentation you have to share, in order to proceed with your case. The Trust and Safety Specialist assigned to your case will be your best point of contact moving forward. 

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20372782
  
  I am rejecting this response because:
  I provided evidence to support every statement I made. I offered to pull the videos with the conversation with ******* while at my home. I provided rain stats from a credible source for my zip code. I have evidence of us watering the sod as recommended in the form of video and the much higher water bill. I have the text messages with ******* demonstrating his  lack of response which made the situation worse. 
  But yet, you are asking me to get two expert opinions which will cause more money at my end  

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

  Business Response

  Date: 08/07/2023

  Hi ******, we hear your frustration and understand that you've provided documentation based on what you have to date. When determining eligibility for the Guarantee, we ask all consumers to provide 2-3 estimates from other service providers, as well as the scope of work agreement. We don't have additional information to share at this time and once more request you respond directly to our last team's email with further questions, or if you're able to provide the requested documentation in order to move forward. 

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20372782
  
  I am rejecting this response because: Again, you are asking to spend more money than what I already lost in order to make this right, when I have provided plenty of evidence.

  For starters, ******* didn't even do what I paid for, which was to remove the old sod and replace it with new one. Do you not see the issue with this? I took his professional opinion and he was absolutely wrong.

  Please stop asking me to pay for expert advice from two other companies and do the right thing. If ******* would have replaced the sod, as I requested, we wouldn't be having this conversation. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/18/2023

  We appreciate you reaching back out here and, again, we're sorry for the frustration. However, we have provided you with the only way to move forward here. As we rely heavily on documentation, weve been asking you for professional documentation indicating what caused the issue. It's our normal procedure and a requirement for the Guarantee program: **********************************************. If you have further questions, please reach back out to our Trust and Safety team: ******************************************************.

• Initial Complaint

  Date:07/25/2023

  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 is an advertising company where contractors like myself can buy job leads from customers. THUMBTACK own policy SPECIFICALLY states that if a customer replies and provides a fake telephone number and stops responding that THUMBTACK will refund any money they charged for that job lead. On July 24, 2023 I was charged $56 for a lead where the person specifically gave me a phone number to call them and the phone number was out of service and when I told the person that they no longer responded to me and when I informed THUMBTACK about it and requested a refund they said I was not eligible!

  Business Response

  Date: 08/01/2023

  Thank you for bringing your concerns about this refund request to our attention here, at the Better Business Bureau. We do see that you were issued a refund and $56.10 was returned to your Thumbtack balance. We also see that you deleted your account on July 25th, 2023. We're sorry to see you go but respect your decision to do what's best for your business at this point in time. Refund requests are returned to your balance to use for future leads, not the original form of payment. 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. You can review our full Refund Policy here: ***********************************************************. Should you choose to try Thumbtack again in the future, you'll be able to utilize that balance to pay for future leads. If you have any additional questions, you can contact our team at ********************************* or by texting ************ Monday through Friday, 6am to 6pm, MST.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20371479
  
  I am rejecting this response because: In their answer to this BBB complaint they state that I was given a refund but that its in the form of a credit. However, please see my attachment, a copy of THUMBTACK refund policy, it specifically states that by default a refund is given in the form of a credit but a refund can and will be returned back into the original payment method, i.e., a credit card. So they are again lying. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/07/2023

  Hi *****, we understand your frustration and have passed along your feedback. Once more, refund requests are returned to your balance to use for future leads, not the original form of payment. All sales on Thumbtack are final and non-refundable, you can review our full Refund Policy here: ***********************************************************. We don't have additional information to share but want to wish you and your business well as you move forward. 

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20371479
  
  I am rejecting this response because: As my attachment shows, THUMBTACKs own policy does allow for a refund to go back into the original credit card instead of in the form of a credit to be used in further business transactions with THUMBTACK. They are CLEARLY lying about what their refund policy is! 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/18/2023

  Hi *****, we're sorry to hear about any confusion regarding your complaint. Please reference this section in our Policy, referring to refunds issued to the original form of payment: ******************************************************************** default, your refund will be sent to your Thumbtack account balance so you can get more leads on Thumbtack. However, if youd like your refund to be sent back to your original form of payment (such as your credit card on file), you can contact us within 10 business days of your original refund request approval and explain that youd like your Thumbtack balance refunded to your original payment method. Please note that restrictions apply. In order for the refund to be sent back to your original payment method, your: original refund request must already be approved and credited to your Thumbtack account balance, account balance must not be zero or negative, request for a refund back to your original payment method must be received within 10 business days of your original refund approval. For additional support, you can contact our team at ********************************* or by texting ************ Monday through Friday, 6am to 6pm, MST.

• Initial Complaint

  Date:07/24/2023

  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 will not allow me to edit my review for a $65,000 project. My current review does not reflect the service provided to me, and the project lasted 2 1/2 months and I'm not ready to review the service. The review is not specific to the work provided to me, and Thumbtack's system chose the rating and response without my authorization. I tried contacting Thumbtack and they won't delete the inaccurate review or change it. I made it clear that is not a correct review and I need it changed to reflect my experience, since others will be using it to base their decisions.As a matter of public policy and accuracy, a company cannot fabricate a customer's review simply for their business. Not only is it ethically wrong and bias, but it's being deceptive to other or prospective customers. Their service representative is unhelpful and clearly does not respect customers.

  Business Response

  Date: 08/01/2023

  Hi *********, we're sorry to hear about your experience and want to help. Customers are given the opportunity to update their review once, if the project details or their experience has changed. You can update your review once by following these instructions: ***********************************************************. To maintain and protect the integrity of the platform, we abide by a strict Content and Review Policy, reviews are only removed if they violate this Policy: ***********************************************************************. If you have outstanding concerns with your project or would like to get in touch with our Trust and Safety Team, please provide additional details here: ************************************************************;

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20369637
  
  I am rejecting this response because:  Thumtacks response is unsatisfactory.  Thumbtack is making the assumption that the contractor is only used for ONE service.  This contractor was used for SIX separate services on SIX separate occasions.  My initial post was updated for the first and then second service.   After that, ******** said you cant edit anymore.  So therefore, every service after the first two services are not captured in my initial feedback.  The subsequent services are poor, and therefore my response is not reflected of the poor services and misleading to other potential customers.  Thumbtack is not allowing me to post accurate feedback, which is an unethical practice.  Potential customers are now thinking the service is good and using my words as comfort, when in reality the service they are engaging is not good.  Thumbtack not allowing customers to post for each service from the same contractor is not reflective of the customers experience for each service provided by the same customer.  I can have a porch built, paint job, concrete job, windows and patio all done by the same contractor on different occasions. However, you cant post on your experience for each job for the same contractor.  Thumbtacks position is that you can only post and edit a post once for just the first job.  What about the other jobs which have different experiences?  It makes no sense.

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

  Business Response

  Date: 08/09/2023

  Hi *********, thank you for your response and for sharing more specific feedback, we see how this could be frustrating. If you're starting a separate project, we encourage you to submit a new project request for that specific service, in that case you would then have the opportunity to leave a review for each project, rather than the first project you completed with that service provider. We understand that once you work with someone, your communication and the project details might be via text or email, rather than remain in the Thumbtack messenger. In this case, we encourage customers to wait until all of the work has been completed before updating their final review. We will take this feedback and pass it along to our team so that we can make future improvements. Once more, if you have outstanding concerns with the work, please report them to us here so that we can help with a resolution and ensure appropriate action is taken: ************************************************************;

• Initial Complaint

  Date:07/23/2023

  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.

  Thumbtack will take your money and not contact you back. I contacted thumbtack trying to get business through them and they said they would provide help with trying to use there app and anything else for first 45 days and after they took the money they didnt email, call, text, or anything back to us. But if we try to contact them like we are a different business they will pick and have a conversation.

  Business Response

  Date: 07/31/2023

  Hi *******, thank you for bringing your concerns to our attention here. We're sorry to hear that this has been your experience on Thumbtack so far. We'd like to better understand your concerns so that we can help with a resolution. Unfortunately, we weren't able to locate an account with the contact information you shared in your complaint. If you're interested in submitting refund requests, please follow these steps: *********************************************************************. For more information about paying for leads, please see our *********** here: ********************************************************************************************************************* additional support, you can contact our team at ********************************* or by texting ************ Monday through Friday, 6am to 6pm, MST.

• Initial Complaint

  Date:07/23/2023

  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.

  Fake leads . Suspiciously all leads that Im charged for are from suspicious people who I feel work for thumbtack in some capacity to generate fake leads and have pros give estimates for jobs they will never get .

  Business Response

  Date: 07/31/2023

  Hi *****, thank you for bringing your concerns and feedback to our attention here at the Better Business Bureau. The information you've shared is concerning to us and we're sorry to hear that the recent leads you've been receiving haven't resulted in completed projects. We work hard at Thumbtack to ensure the leads that service providers connect with are legitimate and interested customers. If you find a lead or communication with a customer concerning, please report it to us here: ******************************************************, so that our Trust and Safety Team can look further into it and take appropriate action. If we find a lead is illegitimate, we will issue a refund back to your Thumbtack balance. You're also welcome to request a refund or report the communication in the product, by following these steps: ***************************************************************************;

• Initial Complaint

  Date:07/21/2023

  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 had a lot of 5 star reviews on thumbtack. My business relied very much on my reviews. I restructured my business and opened a new profile on their website and closed my old profile due to the business no longer active. This was in January.On July 19, they not only closed my accounts completely but also deleted all my information. All my reviews my business is very hindered now. I had been doing business this whole time, so why would i do business if i requested in JANUARY to temove all my business data. In june my account was on gold for another issue that got resolved and i have emails. They never said anything to me then about defending my account. They have really put my business and family in a bind. I am probably going to soeak to a lawyer due to their negligence.

  Business Response

  Date: 07/28/2023

  Hi *****, thank you for reaching out to us here with your concerns, we'd like to help. We're uncertain how we can best help regarding your complaint. Based on the information you shared, we located two different accounts in your name. We see that both accounts are disabled, we're happy to look into either reactivating one of your accounts or assisting you in retrieving the information you're looking for after your account became disabled. For direct support, you can contact our team at ********************************* or by texting ************ Monday through Friday, 6am to 6pm, MST. We look forward to helping you get this resolved and making the best decision for your business. You're also welcome to respond directly to the last email from our team, on June 26th, 2023. 

• Initial Complaint

  Date:07/21/2023

  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 charge me (or is charging) for leads that are going to other professionals.I have asked for a refund and explained that client has stated that the lead is going to another pro THROUGH Thumbtack, which they have a record of. This happened BEFORE I was even able to give the client a price.

  Business Response

  Date: 07/28/2023

  Hi ***, we're sorry to hear about your concerns. We ask that all users submit refund requests by following these steps: *********************************************************************. Our team will follow up with you, via email, regarding the refund decision and additional information about whether or not the refund request is in line with our policy. You can review our full Refund Policy here: ********************************************************************* additional support, you can contact our team at ********************************* or by texting ************ Monday through Friday, 6am to 6pm, MST.

• Initial Complaint

  Date:07/19/2023

  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 is engaging in charging for fake leads using fake numbers that have no intent to hire. They collect the money and do not refund when presented with factual evidence.

  Business Response

  Date: 07/26/2023

  We're sorry to hear that this has been your experience with leads on Thumbtack, *****. We have processes in place to identify illegitimate leads on the platform, and take appropriate action to remove those requests. If we find that a service provider receives one of these leads, we issue refund(s) in accordance with our policy: ***********************************************************. You can report concerning information through this link: ****************************************************** or by contacting us directly at ********************************. 

• Initial Complaint

  Date:07/19/2023

  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.

  Do not work with thumbstack pro !!!Thumbstack cheated ** and misled us.We opened an account in thumbstack pro, in order to promote our business.In the process of confirming the account, we received a phone call from a guy named ******, he explained a little about the site and its operation and then rushed us to sign a contract.The contract is called ********* Services Agreement".Basically the essence of the contract is that you put a non-refundable deposit.****** asked us what we were doing, and we explained that we were doing a bathroom remodel.****** did not mention to us that in order to get customers for bathroom remodel you need a license.At the end of the conversation, after we signed and made a deposit of $300, ****** asked us if we had a license, we told him no and that we were in the process. And according to ******* laws, it is not necessary if we do a partial bathroom renovation According to ******* law, a license is not required if you do not touch electricity, plumbing or structural components.Thumbstack on the other hand - require a license for something that is not needed in most cases (cases where plumbing, electrical, or structural components are not touched)******'s way of misleading us and making us put $300 nonrefundable is simply embarrassing and unprofessional We will never work with you again!

  Business Response

  Date: 07/26/2023

  Hi ****, thank you for bringing your concerns to our attention here at the Better Business Bureau. We'll pass this feedback about your experience along to our team so that we can continue to improve. We're sorry to hear that there was a misunderstanding upon signing up, about licensing. You can learn more about licensing and what type of licenses we request to verify here: ***************************************************************. If you have specific questions about your services and state regulations, please email ******************************** In the meantime, we encourage you to update your job preferences, as you'll potentially have the opportunity to receive leads for other job types in your area: *************************************************************. We hope you're able to move forward on the platform and let us help you grow your business. For additional support, you can contact our team at ********************************* or by texting ************ Monday through Friday, 6am to 6pm, MST.