Complaints

This profile includes complaints for Thumbtack, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thumbtack, Inc.

  1355 Market St Ste 600 San Francisco, CA 94103-1337

• 

  Thumbtack, Inc.

  12936 S Frontrunner Blvd Draper, UT 84020-5480

• 

  Thumbtack, Inc.

  12936 S Frontrunner Blvd Ste 500 Draper, UT 84020-5485

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2023

  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.

  A gentleman contacted me on Thumbtack, seeking a pro to do a paint job for him. I contacted him and gave him what was clear a rough quote. He then left me a 1 star review. Attached can be seen the conversation between us - in which he said I falsely advertised at $40 an hour - however, that is for handyman services - he was hiring an interior painter - which says "free quote on-site". I contacted Thumbtack this morning, who said they wouldn't take down the review, even though the whole thing is dishonest - he was not hiring a handyman, he was hiring an interior painter. I went from a 5 star rating last week, to a 4.6 and from more leads than I know what to do with to 0 profile views. Thumbtack says because we had interaction, they won't remove the review. Even though their site allowed him to contact me for one job under the guise of another. I wouldn't have HAD contact had I known he was contacting me as a handyman, not an interior painter. While, I do understand Thumbtack can't be running around removing reviews - reviews based on an something that didn't happen (I didn't advertise interior painting at $40 an hour) should not be allowed - this just opens up the flood gates for competitors to run around doing stuff like this to other pros. In fact I have my suspension that this is what happened. I understand that we can't keep all customers happy, and I don't expect to always have 5 stars, it's human nature. However, reviews that are not based in reality should not be allowed when no work was done. I am requesting they take this review down, as the customer was not what he represented.

  Business Response

  Date: 05/31/2023

  Hi ******, thank you for reaching out here with your review concern. Also, thank you for being such a valued pro on Thumbtack. We take our role to support our professionals and our consumers very seriously, which is why we cannot remove reviews left on our site unless they violate our Content and Review Policy: ***********************************************************************. It is important that we take a neutral stance on reviews in order to maintain the integrity of the review system. After evaluating the review, we have determined that it will remain on your profile. Although this review is primarily oriented toward your price, we are not permitted to remove it as there was an interaction between you and the customer. The customer is sharing their experience after matching with you. You still have the opportunity to respond to this review letting future customers see where the mixup was with this person's review. We hope this information helps. 
  
  

• Initial Complaint

  Date:05/21/2023

  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.

  Ive been using thumbtack almost 2 years. Here in the last year they changed ALOT of their refund policy primarily aimed at padding their pockets as opposed to helping professionals. Not only do they sell the same lead to 3-7 different pros at the SAME COST, they also Mischarge for the category of lead sent - example typical demo lead is $50 , the typical home remodel lead is $150 Theyll purposely mislabel the job for the higher of the two fees. And when you reach out for a refund they give you this nonsense speal about their terms. Or they just wont get back to you at all.. disgusting !Theyre not pro friendly at all, theyre about themselves and I guess the customer but even then my customers get sick when I tell them I had to pay $150 just for their phone number, they cluelessly ask me about the other 4 pros they spoke to also being charged the same. It ***** but thumbtacks quality for pros went from a solid 7 to a solid 2 Id say 4/5 of their leads are over sold and over valued and youd lucky to get a profitable relationship with them. I say someone comes and makes a better alternative thumbtack is a scam

  Business Response

  Date: 05/30/2023

  We're sad to hear about your experience on Thumbtack. We value the pros that use our platform and we always want them to find the leads to be useful. As you're aware, we are a lead-generating platform. Customers who have projects or jobs matching the targeting preferences that you entered into your account can contact you to learn more about working with your business. When this happens, you are charged a lead fee. 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. If you ever find that a customers request does not match your account preferences, if you quoted on the same customers project twice, or if a customer request violates our Terms of Use, we will review the situation. In these cases, we may add credit to your account for the cost of that contact. You can read more about our refund policy here: ***********************************************************. We do really appreciate this feedback and will pass it along as we're always trying to improve the site for our users. 

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20087811
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/02/2023

  Thank you for reaching back out here, however, your message response was blank. If you have further questions or concerns, please contact our team here: ************************************************************************;

• Initial Complaint

  Date:05/19/2023

  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 subscribed to Thumbtack's Front Desk Starter Plan about a year ago. I've been trying to cancel it for months and there is no way to reach them. I sent an email to their support email address, and just got an automated response that doesn't help me. I tried to start a chat online, and there are no live agents. It says they are getting one, but nobody ever comes. I tried calling and you just stay on hold forever. I tried the text option and it's the same as the chat. A live agent never comes. I tried calling their Front Desk 855 number and it's disconnected, yet they keep charging my card $60 every month. I would like to be refunded for the past two months and I would like to cancel the subscription.

  Business Response

  Date: 05/30/2023

  We appreciate you reporting this concern here. It looks like you have been able to reach someone within our support team regarding the cancellation of your FrontDesk membership. They should be emailing you back shortly to finalize this. Please use that email thread to respond to them directly. 

• Initial Complaint

  Date:05/19/2023

  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.

  I am writing as a follow-up to my initial complaint lodged through the Better Business Bureau regarding various concerns I've experienced with thumbtack. Unfortunately, new developments have caused me further distress, prompting me to reach out once again.In addition to my previous concerns, it has become evident to me that my communications to potential customers are being intercepted and blocked without explanation or justification. Furthermore, I have noticed an alarming and inexplicable absence of job leads since my initial complaint.These troubling occurrences present a clear pattern, which I am concerned may suggest retaliation against my complaint. We are not conducting business in an environment where such practices should be tolerated. We operate in *****************, where business operations are expected to follow legal and ethical standards. I had chosen to use Thumbtack under the impression that it was a legitimate platform that respects these principles.Retaliatory action, if that is what has taken place, represents a serious breach of trust and professionalism. As a professional, I have every right to voice my concerns without fear of retribution. The apparent blocking of my communication and cessation of job leads seem to be in direct violation of these rights.I request a comprehensive explanation for these issues, particularly why my communication channels have been seemingly blocked and why I no longer receive job leads. I also ask for assurances that these are not retaliatory actions against my initial complaint.Please note that I have ample evidence supporting my assertions and am prepared to present this should the situation demand. My goal remains a fair resolution and to ensure that Thumbtack operates in the best interest of its users, upholding the legal and ethical standards we all should expect in ******.I trust Thumbtack will treat this matter with the urgency and seriousness it deserves.

  Business Response

  Date: 05/28/2023

  **, thank you for reaching back out to the Better Business Bureau. We appreciate you detailing your concerns over the leads on Thumbtack. However, we are quite transparent in our policies and we do not allow fake leads on Thumbtack. All leads on Thumbtack go through a verification process and we don't allow fake leads on the site. If you ever come across a suspicious lead, please report it to us right away by following this information: ***************************************************************************. We'll look into the situation and take appropriate action as needed. If you would like a lead to be reviewed for a refund, you can submit your request here: *****************************************************, and our refunds team will look into this.

• Initial Complaint

  Date:05/18/2023

  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.

  They charge me for leads they provide to me relative to a handyman service I have listed with them.Various leads do not qualify for the service I provide so I can contest the charge in this case About five months ago I was switched into a different classification from Handyman Direct Leads to Notifications where about 90% have nothing to do with Handyman. I have been trying to get out of Notifications ever since the switch. Two months ago I rec'd about $200 .00 in charges. Every week there would a billing - no break down showing what individual charges make up the total bill. I have the right to contest charges, but without knowing what they are it is impossible to contest them. I had spoke with five different people in one month when I found out I had been switched and each one said they would take care of it and get me back to what I was originally in, which by the way, had been working very nicely for me. Nothing ever came from this.Trying to reach somebody now is impossible, get put on hold forever, well not forever, but certainly for a long time and nobody ever answers. I actually was able to email somebody once but haven't heard from them ever since I responded. Texting them could involve a charge and they wanted me to read and sign a copious number of pages in order to become eligible to text.

  Business Response

  Date: 05/28/2023

  Thank you for reaching out here. If you need to request a refund for a lead, you can do so by going here: ***********************************************************;

  Customer Answer

  Date: 09/20/2023

  See attached

  Business Response

  Date: 09/20/2023

  Hi *******, thank you for reaching out to us at the Better Business Bureau and including a document of your complaint. We ask that all users submit refund requests by following these steps: *********************************************************************. We encourage you to review our Refund Policy when determining if a lead is eligible for a refund: ***********************************************************. After submitting a refund request, our team will review it and follow up with you directly within 1-5 business days. For additional support, you can contact our team at ********************************* or by texting ************ Monday through Friday, 8am to 5pm, MST.

  Customer Answer

  Date: 09/22/2023

  See attached

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20077351
  
  I am rejecting this response because: See attached
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/18/2023

  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.

  I am a consumer who signed up for an account on **********************. For no apparent reason, Thumbtack deactivated my account.I called several times, wrote several emails and the final response after much deliberation is that they can deactivate any user for any reason, and that they do not have to say what that reason may be. I believe that they may be discriminating based on neighborhoods or other kinds of redline tactics. Whatever the reason, which I would like to know, they are refusing to allow me to address the reason for the deactivation. It could be a very simple fix, and it might be more complex than they are capable of handling. Whatever, the reason - as consumer they need to state why they are taking the action that they have.

  Business Response

  Date: 05/28/2023

  Hi ******, thank you for reaching out here. We have set a high standard for the professionals and businesses who advertise their services on Thumbtack. After doing an in-depth review of your account, we have concerns about your ability to meet those standards. In accordance with our Terms of Use: *******************************************, were closing your Thumbtack account. We did not make this decision lightly and will not be reconsidering the action we have taken. We cannot share further information specifically triggered the investigation, and we also don't want users to go around our policies in place. At this time, weve removed this account as well as any other associated accounts. We wish you the best of luck going forward.

• Initial Complaint

  Date:05/17/2023

  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.

  Accidentally purchased a package instead of putting my card on file for a pay as you go plan. I called several times, but the phone number only gives an option to speak over text. ************** over text to a live agent took two to three days on multiple occasions. The text message chat I provided shows a live agent saying we can refund you That never occurred. Also I deactivated my account so as not to use any of the credit from the package. Not one cent was used. I was told to reactivate my account to attempt to request a refund that way. I had to email to reactivate my account. The email said it would be reviewed in 2 business days. That never occurred. All I want is a refund for the ****** I unintentionally spent. None of it was used. I have been unable to appropriately communicate with thumbtack in any form. It is far below industry standards in communication. Furthermore I feel thumbtack has violated their own terms and conditions thereby allowing me to adjudicate this matter in small claims court if it resolved via refund. I dont have an active account, havent used any of the package, and have been unable to communicate successfully with the company. I also asked to use arbitration as stated in the agreement. They said they could not do that. They also said they couldnt have a supervisor speak to me or contact me back because they would say the same thing the live agent did. I would never recommend using thumbtack as a customer or contractor until the company has changed the way they handle business and resolutions. Lets resolve this amicably by just sending a refund back to my card as the service was not used or intended to be purchased as a package.

  Business Response

  Date: 05/30/2023

  Hi *****, thank you for reaching out here with these concerns. 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.. 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. If you ever find that a customers request does not match your account preferences, if you quoted on the same customers project twice, or if a customer request violates our Terms of Use, we will review the situation. In these cases we may add credit to your account for the cost of that contact. You can read more about our refund policy here: ***********************************************************. We hope this information helps you move forward on Thumbtack.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20072631
  
  I am rejecting this response because:
  As provided in my initial complaint your employee made the statement they can ***** for a refund. I still have not received that refund. Second I explained the purchase was in error and unused. Lastly and carrying on with the complaint filed with better business bureau, your company is far far below industry standards in communication. Just to contact someone via text it takes several days. There is no option to communicate over the phone. How long did it take just to reply to a bbb complaint. That seems to be part and parcel to how your company is run. You also gave a generic response and didnt address the fact that I have no access to my account, and have tried to reactivate it to use mediation. I personally see no reason to how you could have anything but a subpar better business bureau score with how you communicate and operate. You have not even address my full complaint. You simply posted your company policy which only covers a portion of my complaint and should apply to any of it since the purchase was made in error and is completely unused. 
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20072631
  
  I am rejecting this response because:
  As provided in my initial complaint your employee made the statement they can ***** for a refund. I still have not received that refund. Second I explained the purchase was in error and unused. Lastly and carrying on with the complaint filed with better business bureau, your company is far far below industry standards in communication. Just to contact someone via text it takes several days. There is no option to communicate over the phone. How long did it take just to reply to a bbb complaint. That seems to be part and parcel to how your company is run. You also gave a generic response and didnt address the fact that I have no access to my account, and have tried to reactivate it to use mediation. I personally see no reason to how you could have anything but a subpar better business bureau score with how you communicate and operate. You have not even address my full complaint. You simply posted your company policy which only covers a portion of my complaint and should apply to any of it since the purchase was made in error and is completely unused. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/02/2023

  We appreciate you reaching back out with your concern. As we stated previously, 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 (*******************************************). Your account is currently on hold because you have disputed these charged with your financial institution, which is also against our Terms of Use under the section "Marketplace Payment Disputes." To be able to discuss your Thumbtack account further, you will need to reverse the chargeback with your financial institution. If you have further questions, our support team is available here: ******************************************************************. We hope this information helps. 

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20072631
  
  I am rejecting this response because: Very clearly you are not addressing what I wrote or provided evidence for. Your attempt to only respond to a small portion is completely transparent to anyone who reads this. Furthermore your terms and conditions state once again as Ive already mentioned the ability to have a third party arbitrage. You have not allowed that or followed your owns terms and conditions. Your employee stated I would receive a refund. 
  You also are aware the bank dispute did not go through. These are all attempts to avoid what I consider negligence and violations of your own terms and conditions. You took my money, refused to refund it, and arent allowing me to use it. Essentially in my opinion you are stealing from me behind the guise of terms and conditions. If you are not going to respond to the evidence and statements I made then the repetition of the same statements youve made twice are pointless. I do not see how your business will succeed and I dont think any customer or business should use your company for any purpose. That is my opinion on your business from personal experience with it. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/16/2023

  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.

  "Below is the statement I sent to ***** with Thumbs Trust and Safety Team. It appears that she did not fully consider all the information I submitted. She claims in my text I agreed to pay **** with ***********************, additional money and that I caused the delays. My only conclusion is that she is lacking when it comes to decerning what was taking place based on the texts which I have attached to the complaint. Below is the statement I sent to Thumbtack and the response. At this point it does not seem to be a pro issue but a Thumbtack issue. They allow people on their platform whose sole intention is to take advantage. Who lack any real skills. I am seeking a refund of ****** of the ******* I paid."*****, thank you for contacting me regarding my issue with **** @***********************. As you should be able to determine from the conversations, I really tried to work with this guy, but I believe he took it as vulnerability and his intention was to take advantage.To answer your questions, We entered this contract when he was paid the deposit which I sent thumbtack snapshots of where I made payment which was half of the total project, of my ring doorbell showing the one day they worked when they arrived and left required on 4/17/2023. I have attached a snapshot of my cash app receipt. Because of the many delays he did not actually start until 4/20/2023. I realized there was a problem when I kept experiencing delays with this project. As you can see from the conversations there were many delays by **** after he was paid. I did not want to assume that he was not a good fit, so I went forward with the project trying to give him a chance to make some money. Unfortunately, that was not the case.The ultimate deal breaker for me was when I had to check him because he kept making excuses for not showing up after the first day of work. In our conversation on April 21st he told me he was headed to Menards to shop for a door ********** didn't have any that would be ready so I was we were just back and forth about the door and ultimately he didn't show up I guess he decided he was not going to work that day because of the door. Even though there were other projects that he could have completed, he did not show up.On April 24th he texted me and told me that he had inhaled some mold and had been sick the past few days and would be here tomorrow, April 25th at 9:00 o'clock to get everything wrapped up. I texted him that morning and asked him if there was a problem and he responded that his stomach was still not well but , was headed to Menards to pick up the door. On April 25th, the same day I received a text saying they delivered the wrong door and I asked who delivered the wrong door which he replied to Menards. He identified the *****************, which is near my house is where he was. I asked him if he was still there, and he didn't respond. So what I told him was that I don't like it when I have to verify things that people tell me. He immediately responded that he was just grabbing a bite to eat and apparently, he couldn't keep anything down and that Menards rushed the door it'll be there Thursday. Also, that he was going home. So, I explained to him that I had contacted Menards in ************** or the order department, which I did, and they have no record of him coming to Menards or any kind of incorrect order that was received. After this incident we were going back and forth I was just done and I'm like just give me my part of my refund part of my money back and then it got dicey when he was saying I would end up owing him for incomplete work. I'm not sure how he calculated that but what I decided to do at that point was just say just come finish what you started you don't have to do the rest of the project and we will settle from there. I sent him some information on what the cost would be if he just finished doing what he started. But he wanted to argue with me about what I'm going to owe him for the remaining projects, we settled on $560.00 if he completed the work he had started only. He agreed to come and finish on Saturday April 29th and of course he was a no show. At point I didn't want him back in my house at all. From there it just went downhill he was talking about what material he purchased what tools he left. Most of the material I had and provided which was the drywall the mud and I believe he purchased some trim. The tools that he's talking about are like 2 scrapers, one long one and one short one, other than that he didn't leave any tools at my house. I don't need his tools I have plenty of tools of my own. He can get them anytime. As far as the completion date these guys on thumbtack don't put any type of completion date in writing and they do that to cover themselves. Since **** refused to show up and finish the job, I requested $860 refunded for the portion of the work that he did. He can keep the rest, which maybe was 25% of the project and that's being generous. Also, if he ordered a door from Menards, he should have a receipt. You cannot order without paying.I'm sure you can determine from the photos exactly what he did. And he keeps referring to the vent that cover the attic fan as a fan he did not remove a fan he removed the vent that covered it and left the fan in the ceiling which I questioned but he said that that's what people do, they don't try to take the fan out so I didn't worry about it at that time.I have not talked with **** since April 29th when I sent him a text stating that he was a no show. I have since hired someone else to try to complete what he started, and they have pictures also of what was left undone by ****. The new contractor charge $1000 to complete and fix the work that was left. undone.There are additional details in the conversations between **** and me. I believe you have copies. **. If you require more information, please feel free to reach out.The Response from ***** is below.Hi ********,Thank you for following up with me. I understand your frustration surrounding the outcome of the feedback you submitted about your experience with ********. I know that this project has been difficult based on what you've described. To reiterate our role, the Trust and Safety Team is here to collect documentation from both parties in an effort to help you to come to a mutual resolution from a neutral third-party point of view. We're not in a position to determine a resolution for your project. We mediate and facilitate communication. Thumbtack does not employ or manage the business of any service provider. We take your feedback seriously and review all documentation submitted. You provided PDF files of text messages. There was a message sent to you on May 2, 2023, 4:53:46 PM from ******** where it reads in part: "Do what's best for you. I have on text you agreeing to pay me the ******************************************************************************** not finishing when you were ready although you'd pushed our date back several times""Did ***** even read the Text and the dates associated with them? Show me one time in my text that I delayed the project. The delays started once he received the payment."Based on the documentation you submitted, there was a balance owed. You reported that the project wasn't completed as agreed. With that being said, we decided to step back and not take any further action. While we hold the service providers accountable with the expectation to resolve customer concerns, we also expect that customers pay for the service as part of our Terms of Use. To resolve outside of Thumbtack, we encourage you to follow up with your local resources. We wish you the best of luck moving forward. "There is nowhere in my text that I would agree to pay him $****** when he left the project unfinished. Why would I pay someone ******* and an additional ****** for what he did. Pictures are attached. To me it appears that the person assigned ***** did not read the text. And I am not sure who this ******** is since I only communicated with **** which I sent her an email and expressed this and her response was below."Hi ********,Thank you for following up with me. I understand your frustration surrounding the outcome of the feedback you submitted about your experience with ********. I know that this project has been difficult based on what you've described. To reiterate our role, the Trust and Safety Team is here to collect documentation from both parties in an effort to help you to come to a mutual resolution from a neutral third-party point of view. We're not in a position to determine a resolution for your project. We mediate and facilitate communication. Thumbtack does not employ or manage the business of any service provider. We take your feedback seriously and review all documentation submitted. You provided PDF files of text messages. There was a message sent to you on May 2, 2023, 4:53:46 PM from ******** where it reads in part: "Do what's best for you. I have on text you agreeing to pay me the ******************************************************************************** not finishing when you were ready although you'd pushed our date back several times"Based on the documentation you submitted, there was a balance owed. You reported that the project wasn't completed as agreed. With that being said, we decided to step back and not take any further action. While we hold the service providers accountable with the expectation to resolve customer concerns, we also expect that customers pay for the service as part of our Terms of Use. To resolve outside of Thumbtack, we encourage you to follow up with your local resources. We wish you the best of luck moving forward. "My ideal our come is a refund of ****** which is more than they deserve. Why should I have to take these people who Thumbtack wont identify to court.to obtain a satisfactory resolution. They provided this Pro on their website. In addition, the text messages attached are a true copy from a trusted app,. So, what I would like to see is the information ******** whoever she is."

  Business Response

  Date: 05/25/2023

  We're sorry to hear about your experience with the pro you hired. We see that you have been working with our Trust and Safety team and they looked into this incident in full. They have made the decision for you to pursue the pro you hired through your local resources, as they could not provide a resolution on their end. If you have further questions, please respond directly to the specialist you have been working on this dispute with. 

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20067562
  
  Why should I have to go to local resources when this"pro" was recommended by Thumbtack.  What this tells me is that thumbtack does not honor  it's  commitment to the people useing the site, to find  trustworthy professionals.  I want a refund I requested in the original complaint.  That would be the outcome I am looking for.

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

  Business Response

  Date: 06/01/2023

  Thank you for reaching back out here. We're sorry to hear about your experience with the pro you hired. While Thumbtack is a third party within this dispute, we have high expectations of the people who use our platform. We have Terms of Use that our customers and service providers agree to when they sign up for a Thumbtack account, as well as Community Standards. At Thumbtack, our role is to help consumers and pros connect with each other to complete personal projects, but we do not employ pros or recommend a pro for hire. If a problem comes up between consumers and pros, our Trust and Safety team can help both parties reach a resolution. Our goal is to help pros succeed while also ensuring consumers have good experiences. With that being said, our Trust and Safety team can look into disputes and can help within their means, however, in your case, they have exhausted all resources. You have been advised to pursue the pro you hired through local resources. 

  Customer Answer

  Date: 06/05/2023

   
  Complaint:  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/16/2023

  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 was made aware of a contractor on their site operating without insurance and under a company name they had zero authority to do so under. they made zero attempt to rectify the situation and allowed the contractor to operate illegally on their platform.

  Business Response

  Date: 05/25/2023

  We appreciate you voicing this concern here. As you're aware, we don't employ the pros that use Thumbtack but we do have measures in place to ensure a safe and positive experience for all users. Pros on Thumbtack take a background check and upload any licensing they have. If we find that a pro is not operating with the proper licensing, we will take the appropriate action. You can read out Code of Conduct for all users here: ******************************************************************************************* you can read more about some smart hiring tips here: ********************************************. We hope this info helps.

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20065575
  
  I am rejecting this response because: superior home installs *** has been dissolved and is being represented by someone not authorized to do so under the thumbtack platform. You have been made aware of this and have not taken action to rectify this situation leaving me liable. I would like to see the companys account shut down immediately.
  
  S***erely,
  
  *************************

  Business Response

  Date: 06/01/2023

  We appreciate your response here. Again, we we don't employ the pros that use Thumbtack but we do have measures in place to ensure a safe and positive experience for all users. Pros on Thumbtack take a background check and upload any licensing they have. If we find that a pro is not operating with the proper licensing, we will take the appropriate action. If you would like to report a pro operating without a license, you can do so here: ************************************************************;

• Initial Complaint

  Date:05/15/2023

  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 requested a service from drelansscaping. He sent a yore which was higher than the area. I responded nvm. Never mind. And left a negative review. He then texted me by name calling. See texts

  Business Response

  Date: 05/23/2023

  ****, we are so sorry to hear about your experience with a pro you had been speaking with about your project. We appreciate you reporting this here because we take concerns like this very seriously. While Thumbtack is a third party within this dispute, we have high expectations of the people who use our platform. We have Terms of Use that our customers and service providers agree to when they sign up for a Thumbtack account, as well as Community Standards. At Thumbtack, our role is to help customers and pros connect with each other to complete personal projects. If a problem comes up between customers and pros, our Trust and Safety team can help both parties reach a resolution. Our goal is to help pros succeed while also ensuring customers have good experiences. Please report this to our Trust and Safety team here: ******************************************************. They will reach out to you with next steps.