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:05/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im a piano teacher who was charged $46 by Thumbtack for a fake, unresponsive lead listed in *******, CAhundreds of miles from my ********, OR studio on April 29th, 2025. My profile allows online lessons for flexibility, but Ive never received a legitimate online lead from Thumbtack. Many leads seem bot-generated, unverified, or incompatible, yet were still charged.Thumbtack exploits the online setting to justify sending random leads from across the country. They deny refunds, provide no way to escalate support, and professionals are left without recourse. Ive spoken to other teachers with similar experiences. Thumbtacks model feels predatory, retaliatory, and designed to drain small business owners. Their filters are vague, their support is inaccessible, and their lead system needs to be investigated.Desired Resolution:Refund the $46 Investigate their billing and lead policies Hold them accountable for years of unethical practices

  Business Response

  Date: 05/02/2025

  Hello ******, 

  We really appreciate your business with Thumbtack and were here to help clarify how our system works so you can get the most out of the platform. Customers are matched with you when their job detailsincluding locationfall within the targeting preferences youve set. In this case, the customer was able to connect with you because your current targeting settings include 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 - *********************************************************************; You can read more about our refund policies and requesting credits here: ************************************************************************************
  
  ********************************************************************************
  
  If you have additional questions Thumbtack can help you with, please contact us here:******************************************************************
  
  ******************************************************************

  We value our professional community and are continuously working to improve the experience for small business owners like yourself. Feedback like yours is a vital part of that process, and weve shared it with the appropriate teams internally.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23271743
  
  Thank you for your message, but I am rejecting your response for the following reasons:
  
  Constant Technical Difficulties on Your Platform: When I reactivated my account, I experienced immediate technical issues setting my targeting preferences. I had to contact a support advocate just to get my profile live again. I did not have the time to troubleshoot your platforms flawed settings further due to my work obligations. The system did not properly save or enforce my preferences, and your UI does not provide clear confirmation of what is actively enabled.
  Location Mismatch: The lead in question came from *******, **********, which is not and has never been part of my target area. My services are based in ********, ******. The claim that I received this lead due to my own targeting is false. My current settings do not include that location. The lead in question used a 206 area code, which is not consistent with *******, *********** city located in the 209 area code region. While its possible that someone may retain a number after moving, this only adds to my ongoing concerns about the reliability and legitimacy of leads Ive received multiple times on your platform. Because Ive seen this kind of inconsistency many times before, is exactly the reason why I was hesitant for months before deciding to reactivate my account after 267 days. Combined with the fact that Manteca is hundreds of miles outside my service area, this lead should not have been delivered to me, and I should not be charged for it.

  Inconsistent Filtering: This is not an isolated incident. Ive had numerous leads in the past that were outside of my defined radiuseven when I specifically selected ******** only. Your algorithm does not consistently respect targeting filters, which makes it easy for professionals to be charged for irrelevant or low-quality leads.
  Suspicious Lead Activity and Retaliatory Pattern:
  The first lead I receivedon the very same day I reactivated my accountcame from a 206 area code, which is not associated with *******, ** (a city in the 209 area code). This immediately raised red flags, especially given my history of receiving ghost leads from unrelated locations.
  I had just finished a support conversation where the representative was unusually kind and understanding. I even left a 5-star review, stating that perhaps Thumbtack had changed and improved. I openly acknowledged past frustrations, and she responded with compassion. However, shortly after, I received this questionable lead and then a generic denial of my refund request.
  
  This sequence of events feels retaliatoryas if my transparency about prior distrust triggered subtle punishment rather than support. Whether this is due to internal error or deliberate exploitation of platform rules, its part of a concerning pattern that I have documented with multiple examples.
  
  Scripted Responses and Lack of Accountability:
  Being directed to speak with a support advocate again is not a resolution. I already did that. The email I received from the support advocate provided a vague, sidestepped response to my concerns and failed to issue the refund. I know that you, the representative responding to this message, have the authority to issue a courtesy refund or escalate this internally. Sending professionals in circles is not a customer service strategyits avoidance.
  
  Your Platforms Exploitation of Small Businesses: Thumbtack claims to support professionals, yet it continuously charges us for leads that fall outside our business models and locationsand then denies refunds while hiding behind vague, generalized policies. The system lacks transparency, is extremely glitch-prone, and appears structured to benefit Thumbtack more than the people it claims to serve.
  
  In conclusion, I am formally requesting a full refund back to my original payment methodnot a courtesy credit. The lead originated from a location outside my defined service area, and I reject the implication that this resulted from an error on my part. I have a documented history of support interactions and a consistent pattern of targeting inconsistencies linked to your platforms system.
  
  Again, this is not an isolated incident. I am actively documenting these issues and will escalate the matter to appropriate consumer protection agencies if it is not resolved properly and promptly.
  
  Regards,
  ****** *****
  
  

  Business Response

  Date: 05/05/2025

  Hello ******, 
  Thank you for taking the time to share such a detailed explanation. We truly understand how frustrating this experience must have been, especially after deciding to give the platform another try.
  We want to ensure your concerns are fully addressed and your targeting preferences are set up correctly. Therefore, we strongly recommend connecting directly with our support team, which can take a closer look at your account settings in real time and help sort out any misconfigurations. Theyre best equipped to review what happened with this lead and walk through any next steps with you.
  We know this isnt the experience you hoped for, and we appreciate your patience as we work to make things right. You can reach the support team ************ during our business hours, Monday through Friday, from 6 AM to 6 PM MST. Theyre ready to help and can dive deeper into your account setup and lead activity.
  We sincerely hope you are able to reach a resolution with the support team, as they are best equipped to assist you with this inquiry. If you have any further questions, they will be able to help you directly.
  

  Customer Answer

  Date: 05/06/2025

  
  Complaint: 23271743
  
  Thank you for your reply. I am rejecting your response because it still does not address the central issue in my original complaint.

  My targeting preferences were correctly set to ********, ****** with "online" selected as an option. I've used this exact setup in the past about two years ago when I first joined the platform, and during that time I received zero leads for months while my budget was capped at $50. Only after increasing my budget to "unlimited" did leads begin to appear. However, instead of receiving legitimate "in-person" or "online" inquiries, I began receiving mostly "in-person and online" leads from entirely different states.

  Some of the leads were not even for piano ******s. One in particular came from *******. The customer had "online only" selected and it was marked as an exact lead match, but in her message she wrote that she was looking for a pianist to play at her church every Sunday in *******, *******. This is not a service I can offer her because she lives in ******* and I live in ******. I live in ******** and I teach piano ******s in ********. I clearly state that on my profile. I was still denied a refund for this lead, even though it fell under your policy for refunds. Other "exact match leads" were marked as online, but when I would reach out to confirm the ****** format, the clients responded with confusion and said they were expecting an in-person instructor. Despite this clear mismatch, Thumbtack denied me these refund requests in the past, citing vague policies. I was referred back to speak with support advocates over and over again, only to be met with explanations that ignore how leads are actually being routed in practice. There is no transparency.

  This brings me back to the core of the issue: Thumbtack's targeting algorithm is deeply flawed. It continues to push through irrelevant, misaligned, misleading and sometimes fake leadscosting professionals like myself both time and money.

  On April 29th, 2025the same day I was charged for the suspicious lead from ***** DealI received a text from a user named Rakia in ************, *******. After I informed her that I was based in ********, she expressed surprise and told me she was looking for in-person instruction. She clearly believed I was a local to *******. I have included a screenshot of that exchange in this message.

  This demonstrates how Thumbtack's system misleads customers into thinking you are localsometimes sending ghost leads if you select broader settings to try and receive more leads, and other times sending nothing at all. Even when targeting preferences are correctly set, Thumbtack still routes leads from other states and still expects you to pay for those. When you request a refundeven when the interaction falls under Thumbtack's own stated refund criteria (e.g., lead is not within your service area)the refund request is denied.
  It's clear that Thumbtack's interface is misrepresenting both location and service format to customers, resulting in confusion, wasted time and unnecessary risk for the professional.
  Thumbtack continues to respond to complaints such as mine with scripted avoidance. I am always told to talk to a support advocatewho then recites the same canned message that my profile operates like a storefront, and Thumbtack cannot control who reaches out. But this completely ignores the fact that the confusion is caused by Thumbtack's flawed algorithmwhich is routing and displaying business profiles in misleading ways, matching them carelessly with questionable leads, especially when online is selected in the targeting preferences. There is an obvious flaw in the platform's logic that causes leads to come through incorrectly, and professionals should not have to be penalized for Thumbtack's bug issues.

  Rakia's case is just one example of many. Over the past two years using Thumbtack, I've received similar mismatched leads from *********, ************, *****, *******, and more from people who assumed I was local, even when I had adjusted my preferences to in-person or in-studio in ******** only prior to these leads. Despite unselecting online or selecting online to help refine the match, the system continues to push leads that are geographically and logistically incompatible.

  This brings us back to the ***** **** lead, whose message also on April 29th that read: "Just want to learn how to play the piano always wanted to just never did."
  That's it. No punctuation. No clear inquiry. No follow-up. A classic ghost lead from Thumbtack. I responded 4 minutes later with a professional template that usually gets replies. He never responded. His listed location, *******, ********** with a 206 area code (not 209), is not within my ********-based service area. The vague language and mismatch strongly suggest that this was not a legitimate lead, yet I was charged for itand then denied a refund. 

  I've already spent hours on phone dealing with Thumbtack support in the past. Your text system often fails entirely. I've been stuck in language loops, disconnected randomly, or forced to select option '2' for Spanish just to get connected with a real person. When I finally did get through, I had to re-explain everything in Spanish, only to be denied a refund again and referred back to your vague policies. 

  This is not just about a bad lead. It's about a pattern of platform abuse that creates unnecessary risk for small business owners. It leaves professionals exposed to misrepresentation, financial loss, and repeated exploitation, repeated frustrationwhile offering no real recourse. 

  At this point, you'd be better off printing out flyers and standing on a street corner. Thumbtack's lead system is so chaotic and predatory that it feels more hostile than trying to run a business in a place where trust doesn't exist. When your own platform functions like a shark tank, the threat comes from the platform itself, not the customers nor the professionals it claims to serve.

  I am requesting a formal review of how Thumbtack sources and routes leads through its targeting algorithm. These practices are unfair, opaque and falls under the category of technology abuse.

  At this point, I am requesting once more that the Thumbtack refunds me the $46 charge for the ***** **** lead. 
  If Thumbtack is unwilling to do so, I ask you to please state that clearly and explicitly in writing. 
  Please also do not refer me again to a support advocate. I already did that. That process does not work. It is broken, exhausting and clearly designed to avoid accountability. I have tried that route over and over, and it only leads in circles. And you know that.
  
  Regards, 
  ******

  Business Response

  Date: 05/08/2025

  Your detailed responses are very helpful; thank you for providing this additional information! However, we recommend calling our support team at ************** so they can review each of your leads and explain the charges associated with them.

  While you're on the phone, our team can also assist in adjusting your targeting preferences to ensure you're only charged for the correct type of leads.

   We understand that every dollar counts when you own a business, and we want to make sure you are set up for success. Please give our team a call today so we can get started. We're here to help!

  
  

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23271743
  
  Thank you for your message, but I am rejecting your response for the following reasons:

  Constant Technical Difficulties: Upon reactivating my account, I immediately encountered technical issues with setting my targeting preferences. I had to contact a support advocate just to get my profile live again, resulting in significant business disruptions. This also led to $80 in charges for leads that were clearly misaligned with my service area.

  Unfair Lead Charges: I have been repeatedly charged for leads that do not align with my stated targeting preferences. Despite multiple attempts to resolve this with your support team, my concerns have been largely ignored, and no adequate refund has been provided. This practice directly violates your own policies and unfairly burdens small business owners like myself.

  Lack of Transparency and Support: Your platforms inconsistent targeting system, opaque billing practices, and unreliable support structure effectively exploit small businesses by charging for irrelevant, low-quality, or non-existent leads. This approach raises significant legal and ethical concerns under federal and consumer protection laws.

  Requested Resolution: I am requesting a full refund for the improperly charged leads and a comprehensive review of your targeting and billing practices. I expect a clear, detailed response addressing these core issues and an outline of the steps you will take to prevent this kind of exploitation in the future.
  

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bc there supposedly getting me customers m there not reading description first there just chargng bc they can

  Business Response

  Date: 04/30/2025

  Thank you for coming to us with this feedback. While we cannot guarantee jobs through Thumbtack, we do aim to connect you with high-quality leads and customers with intent. We understand the frustration on the occasion that doesn't happen. It looks like you have been in contact with our Support team regarding this lead. We would recommend responding to their most recent email regarding your refund request with any remaining questions. 
  
  We know lead prices are a big part of your business and we want to make sure you understand those charges. Please get back in touch with us so we can help! 

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Pro thumbtack account was deactivated indefinitely due to numerous attempts to seek help with a false review, I recently completed a job replacing a cartridge, unfortunately due to my negligence the old system was faulty and caused a minor flood in the bathtub, I rushed to turned the water off so I could replace the cartridge. Obviously the customer was not happy but I reimbursed her for the work and any damage I caused, unfortunately I was met with a nasty review that cause further damage to my account. Then after the client calmed down and refused I fixed the issue, she apologized for the review and contacted thumbtacks support team to remove it. Since she already edit the review beforehand, thumbtack would not remove it or let the client edit the review again. With full knowledge that this review spread a false narrative, thumbtack refused to remove the review, but since I tried to talk to the support team too many times about the same issue because in their own words they are not an arbiter of the truth, I unfortunately had my account deactivated. I just want to spread the fact that thumbtack has been a very difficult company to work with, they are fine with spreading a false narrative and will continue to do so.

  Business Response

  Date: 04/30/2025

  Thank you for contacting Thumbtack through the Better Business Bureau and sharing your concerns. We understand that reviews are a huge part of the Thumbtack experience for both our pros and customers. We do not remove reviews that comply with our review guidelines on our platform and always encourage our pros to step in and respond to all reviews with their side of the situation. We are glad to hear you and your customer were able to come to a resolution regarding her initial negative review. 
  
  Regarding your account standing, we have thoroughly investigated your situation, and we have made a final decision. We did not make this decision lightly and will not be reconsidering the action we have taken. The action taken was in accordance with our Terms of Use.
  
  We wish you well as you move forward.
  

• Initial Complaint

  Date:04/29/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the app Thumbtack pro on March 18 2025 to find cleaning jobs. The app works with the original Thumbtack app which customers use to find "pros" and the ********************** pro app is what the workers use to find the customers. The app charges large amounts of money while not guaranteeing that you will receive anything for what you pay for. By march 19 2025 I had already paid $70 because customers reached out to me which is called a lead and the app immediately charged me for the customer reaching out. The customers then never replied to my replies to them. That is because this app has customers reach out to 4-5 pros at once for the same job (charging all of us for the lead) and then the customer just chooses the cheapest option. I canceled my account on the app by march 20 2025. The reviews for this company on the ****** play store app alone are all negative, with pros complaining about the same thing; the company being a scam, and losing money while never getting a job. When you reach out to customer service they are not helpful instead they just send you their policy. I reached out to them asking for a refund because I did not fully understand how the leads worked, I thought I would get the job once I paid for the lead. They were not helpful and I am complaining here now because the fact that they are taking money from so many people that are trying to start small businesses is shameful. I am hoping I can receive a refund and shed light on this company to help keep more people from losing their money.

  Business Response

  Date: 04/29/2025

  Hello *****,
  We are so sorry this experience has been disappointing, and we appreciate you taking the time to share your perspective.
  We know how much effort goes into starting and growing a business, and its completely understandable to feel frustrated when you're not seeing a return right awayespecially after paying for leads. Thumbtack is designed to connect small businesses with real opportunities, and while we cant guarantee every lead turns into a job, our goal is to create a platform where Pros can build long-term success through consistent, meaningful connections over time.
  We want to assure you that we take every concern seriously. However, as outlined in our refund policy, were unable to provide refunds for leads where customers have been unresponsive or chosen to move forward with another pro. This policy is detailed in our Terms of Use, which all users agree to when signing up for the platform.
  That said, we truly value your business and want to help set you up for success moving forward. If you need assistance or would like tips on how to optimize your Thumbtack experience, please dont hesitate to reach out to our support team. Were here to help.
  Thank you again for sharing your feedback.
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23263426
  
  I am rejecting this response because as a company, you guys should be more understanding especially for new users. I would understand if I had been using the app for months or years. Your policy is not clear enough for me or the hundreds of consumers that have also left you guys bad reviews. Continuously saying "our policy, our policy" is unacceptable, you're just taking people's money. If you can't guarantee a job then you should only charge pros once they actually receive the job. I quit the app after a couple days but some people have given this company hundreds and thousands of dollars and not made a profit. I am again not satisfied with your response. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/02/2025

  We truly want you to find success on Thumbtack. However, the customer is in charge of generating the leads you receive. 
  
  The customer goes to **********************, puts in all their job details, and selects the pro they want to work with. We value the pros of using Thumbtack and ensure that all leads are legitimate through the 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 decide to leave it at the advertisement, while others may end up proceeding to complete the project. Having the right expectations and calculating your overall return on investment is essential instead of trying to measure lead-by-lead, as not all leads may turn into work. While we do a refund for leads that have mistakes, we cannot refund unresponsive customers, hire someone else, or change their mind about the project. 
  
  In these cases, you will want to set these leads alongside others that did not pan out and include them when looking at your overall return on investment. Don't consider the lead dead if a customer doesn't go with you. There are plenty of situations where a customer hires a pro, but things don't work out (either the pro didn't show up, didn't perform the work satisfactorily, or when the customer met the pro, they didn't feel comfortable working with them). In these situations, the customer could return to their ********************** messages and reach out to another pro - hopefully you! 
  
  We hope this additional insight into the Thumbtack process and our refund policy was helpful. However, we understand that doing what is best for your business is always important. We wish you the best moving forward! 
  

  Customer Answer

  Date: 05/04/2025

   
  Complaint: 23263426
  
  I am rejecting this response because I would have been able to have the right expectations if the policy we agree to explicitly states there is no guarantee that you will receive the job. Myself along with countless other people were misled by what we read when we signed up and these responses you are providing me are along the lines of the same response I was given when I originally reached out for help from you guys. It's not helpful at all, at this point I am requesting a refund, this company has pocketed enough money from false hopes that you can refund me. Again there should be more leniency for new users of the app.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/06/2025

  Hello *****,

  We appreciate you taking the time to share your concerns and for allowing us the opportunity to explain how Thumbtack works.
  To reiterate, Thumbtack charges for leads when a customer reaches out because that outreach signals genuine interest in services like yours. While a hire isnt guaranteed from every lead, our goal is to connect Pros with a steady flow of potential customers to help grow their business over time. We understand that not every lead turns into a job, so we encourage Pros to view lead costs as part of a broader return on investment, rather than evaluating each lead in isolation.
  We have policies in place to review and refund leads that may be invalid, such as if theres inaccurate information or signs of fraud. That said, this request doesnt fall within our refund policy, which is why were unable to move forward with a refund here.
  Your feedback has been noted and shared with the appropriate teams. We take concerns like this seriously as we work to improve the experience for both service providers and customers. Thank you again for giving ********************** a try, and we wish you all the best moving forward.

  Customer Answer

  Date: 05/11/2025

   
  Complaint: 23263426
  
  I am rejecting this response because I did not reach out for assistance understanding how Thumbtack works. I have already stated 5 times that I deleted my account and choose to no longer use it after $70 was taken from me within 2 days of having the app. Telling me your policy is NOT an attempt to remedy the situation or to help an unhappy customer. I understand that this company more than likely has more unhappy customers than happy customers but that is not my problem. If a customer comes to this company and is unhappy, more should be done about it. You clearly don't care about your customers and I stand by what I said about this company being a scam. Your "refund policy" is only helpful for rare situations! Most of the complaints customers have do not fall under the refund policy which I'm sure is intentionally set up by this scam of an company. Again I am requesting a refund.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am extremely disappointed and frustrated with my experience on Thumbtack. I joined the platform in hopes of growing my customer base, just like any other hardworking professional. Instead, I found myself dealing with the same shady practices I was promised would be different.Thumbtack claims they are different from other companies, but they send the same lead to multiple pros, just like everyone else. How is that any different? The only thing different is that pros like me are paying for fake, useless leads that go nowhere.I hid my profile because I no longer wanted to use the service, yet somehow Thumbtack reactivated my account without my permission and now I am back to being charged again. I have signed up but have NOT actively used the service because every time I paid for a lead and called the customer, the number was either out of service or not in network. This is outrageous.Thumbtack is profiting off hardworking professionals by allowing fake leads to flood the system, while we lose time, energy, and money. This is not just bad business its a scam.I demand a refund for the leads I was charged for, and I demand that my account be permanently deactivated immediately. I will also be reporting this to the Better Business Bureau and sharing my experience publicly to warn others.Sincerely,

  Business Response

  Date: 04/30/2025

  We appreciate your sharing your concerns and feedback on your experience. While we cannot guarantee jobs, we aim to connect you to high-quality leads with great customer intent. 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. 
  
  You are only charged for a lead when a customer contacts you about a project that matches your target preferences. However, your weekly budget and spending can be adjusted so that you are in full control of your spending on Thumbtack. 
  
  We know it's always best to make the right decisions for your business. If there are any remaining concerns we can help address, please don't hesitate to contact our team at **************. We wish you the best moving forward! 
  

• Initial Complaint

  Date:04/29/2025

  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.

  Im reaching out because weve had several issues with the recent work done on our home through a pro used on Thumbtack, which includes poor quality of work that needs to be redone and damage to several areas in our home. We specifically used Thumbtack because of their guarantees; in addition, the website states that the pro does not have to be contacted in the case of a dispute. Were honestly not comfortable reaching out to the pro directly anymore. He has our home address, and given how things have gone so far, were not confident h*** finish the work properly or safely. We dont want to risk further issues or potential retaliation. We would like help from thumbtack finishing/ redoing/ repairing several areas in our home quickly so that the bathroom can be safe and usable.

  Business Response

  Date: 04/30/2025

  Hello, 

  We are so sorry you're dealing with this situation, and we appreciate you taking the time to reach out.
  

  Our Support team has looked into your request and shared that, in order for us to move forward with reviewing eligibility under Thumbtacks Guarantees, theres an important step that has to happen first. We do require an attempt to resolve the issue directly with the service provider, which is part of our standard process. This gives them a fair opportunity to address the concerns.

  If theyre unwilling or unable to do so, and are removed from the platform, thats when were able to step in and evaluate whether the issue qualifies for coverage.

  We completely understand your hesitation in contacting the service provider, and our team is taking that into account. For now, the best way to keep this moving is to stay in touch with our Support teamtheyre there to guide you through the process and answer any additional questions you may have.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23262883
  
  I am rejecting this response because: the support center states that the pro doesnt have to be contacted- see the screenshot I sent previously. 
  
  Sincerely,
  
  ******* **************

  Business Response

  Date: 05/01/2025

  Thank you for sharing those screenshots. While no contact can be a path our Trust and Safety team chooses to take in specific scenarios, we do need mediation between you and the pro to take place to resolve your concerns with our Property Damage Guarantee. This allows the service provider an opportunity to resolve the concerns directly. 
  
  We take your reports of safety concerns very seriously. The agent working on your case has been made aware of these concerns and has asked for additional clarification to best handle your case. We strongly encourage you to respond to their emails so they can help you reach your desired resolution. 
  
  We appreciate your continued patience and cooperation! 
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23262883
  
  I am rejecting this response because: if this applies to the $100,000 property damage guarantee, can we instead pursue the $2500 thumbtack guarantee without the pro knowing? 
  
  Sincerely,
  
  ******* **************

  Business Response

  Date: 05/05/2025

  Hello *******,
  The best way to move forward is by continuing to work directly with the Trust and Safety specialist assigned to your case. Theyre actively reviewing your concerns, including your eligibility under Thumbtacks different guarantee programs, and are the right point of contact to help determine what options are available based on the specifics of your situation.
  We understand youd prefer to avoid contacting the Pro, and our team is already taking that into account as they assess the details. Your safety is important to us, and the information youve shared is being reviewed with that in mind.
  We encourage you to reply to the latest outreach from our specialist so they can continue guiding you toward a resolution. Thank you for your patience. 

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23262883
  
  I am rejecting this response because

  thumbtack did not follow up with their guarantee. 
  
  Sincerely,
  
  ******* **************

• Initial Complaint

  Date:04/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay for leads everyday and some people dont want to hire me or give me a service fee for my work. Thumbtack should charge customers for the leads and we should be able to waive those fees as if they were paying for insurance. It makes no sense for a app to get rich while we dont get hired.

  Business Response

  Date: 04/29/2025

  Hi ******,

  We are so sorry this has been such a frustrating experience, and thank you for taking the time to reach out and share what you're going through.
  We know how discouraging it can feel to invest in leads and not see the return you expected. Weve confirmed that you have an open case with our Support team, and we truly encourage you to keep working with themtheyre here to help and have already provided clear next steps, including how to escalate your refund concerns to our dedicated dispute team.
  We want to make sure your voice is heard and that this gets the attention it deserves. If there's anything more we can do to support you along the way, please dont hesitate to reach back out.

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thumbtack operates in a deceptive manner, functioning as a 'bait and switch' entity. They fail to provide transparent information regarding their fees and services, leading to charges for leads and sales that do not materialize. As a business owner seeking to expand my offerings, I initially attempted to register with them, only to discover that the service required payment, which was not disclosed until the conclusion of the registration process, at which point my credit card information was solicited. Consequently, I opted to cancel my registration due to the questionable nature of their practices. Despite my account not being active and established, I continued to receive emails from Thumbtack, falsely alleging that prospective customers were inquiring about my services. These communications from Thumbtack were misleading, suggesting that my business was visible to customers on their platform, which was not the case, and were intended to pressure me into completing my registration. After finalizing my registration, I anticipated utilizing their services and receiving leads from real customers looking to do business with my firm. In reality, Thumbtack sent random data to me, knowing that it would not lead to an actual sale; Thumbtack actually used this as a pretext to impose arbitrary charges on my credit card, again, misleading and scamming small disadvantaged businesses such as mine.Thumbtack company that exemplifies a scam, and I intend to dispute any charges levied against my credit card. Thumbtack exploits unsuspecting clients and employs falsehoods to lure them into registration. Their lack of transparency regarding fees and services is evident, and I foresee them facing a class action lawsuit in the near future. I demand the complete cancellation of my Thumbtack account, the removal of my business name and personal name from their website, and an immediate cessation of any charges.

  Business Response

  Date: 04/28/2025

  Thank you for reaching out to us. We appreciate your communication and want to assure you that our commitment is to operate with integrity. Our goal is to ensure the success of our customers and professionals alike.
  
  To clarify our process, customers generate leads by visiting **********************, entering their project details, and selecting the professional they wish to work with. We deeply value the professionals who utilize Thumbtack and have implemented various measures to ensure the legitimacy of all leads.We are always willing to review refund requests that adhere to our refund policy, which can be found here: *****************************************************. However, it is important to note that we do not offer refunds for unresponsive customers. Customers may stop engaging after the advertisement stage, while others may choose to continue with their projects. We encourage you to have realistic expectations and to assess your overall return on investment rather than evaluating leads on a case-by-case basis, as not all leads may result in work.
  
  While we are happy to process refunds for leads that contain mistakes, we cannot issue refunds for circumstances where customers may be unresponsive, choose a different professional, or change their project plans. It may be helpful to consider these leads as part of your overall assessment when evaluating your return on investment.If a customer does not choose you at first, please keep in mind that this does not necessarily mean the lead is lost. There are many situations in which a customer hires a professional but later finds that it is not a good fitperhaps due to missed appointments, unsatisfactory work, or a lack of comfort with the professional. In these instances, the customer may turn back to ********************** to reach out to another professionalideally, you!
  
  We hope this information provides valuable insight into our policies regarding charges and the potential for refunds. If you still have questions regarding any of our policies, please reach out to our support team at ****************. We are here to help!

• Initial Complaint

  Date:04/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the owner of *************, a registered business based in *******, **. My Thumbtack account was recently deactivated without any clear justification. The company claims my account is linked to two other unrelated accounts: Soft Tech Code and WordPress Wallah. I have no connection whatsoever to these accounts, nor have I ever used or created them.I requested clarification and evidence multiple times, but Thumbtack support has refused to provide any proof of this alleged connection. Instead, they continue to respond with vague and scripted emails, citing internal security reasons as their basis for not disclosing any ********** a verified and legitimate business, this decision has significantly impacted my ability to generate leads and provide services to my clients through their platform. I believe Thumbtacks actions are arbitrary and damaging to small businesses, especially when no proof is shared and no appeal process is offered.I am seeking one of two outcomes:A full explanation with verifiable proof of the supposed link between my account and the others mentioned,OR Immediate reinstatement of my account so I can continue operating my business fairly.I request BBBs assistance in resolving this matter, as Thumbtack has shown no willingness to take responsibility or offer a meaningful review of the case.

  Business Response

  Date: 04/28/2025

  We appreciate your understanding in this matter, and we recognize how frustrating this situation can be.Please note that service providers are allowed to maintain only one account on **********************. If your account was removed due to its connection with another user, we kindly ask that any unresolved issues be addressed before we can consider the reinstatement of either account.
  
  For further details, we invite you to review the section on "Account Suspension or Termination" in our Terms of Use: ************************************************ these issues are resolved, we encourage you to reach out to our service and support team at ******************************** for a review of your account status.
  
  Thank you for your patience as we work to address your concerns.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23251232
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** *****

  Customer Answer

  Date: 04/29/2025

  Thumbtack deactivated my business account without providing any valid or verifiable reason. They claimed that my account is associated with two profiles Soft Tech Code and . I have repeatedly requested proof of this alleged association, but they have refused to provide any evidence, citing internal privacy policies.

  
  Upon conducting my own research, I found that WordPress Wallah is a UK-registered brand. Thumbtack operates only in *****************, so I am unable to understand how this profile is even part of their internal data. The other profile, Soft Tech Code, has no online presence at all, and there is no evidence that such a company even exists.

  
  I strongly believe Thumbtack has made an error, and they have not demonstrated any factual basis for disabling my account. This decision has directly impacted my business operations, and I respectfully request BBBs assistance in either helping to reinstate my account or holding ********************** accountable to provide documented proof of their claims.

  Business Response

  Date: 04/30/2025

  Hello Ali, 

  We are so sorry you're feeling frustrated about this experience, and thank you for taking the time to reach out and share your concerns.
  We understand how important Thumbtack is to your business, and we know how upsetting it can be to have your account deactivatedespecially when youre not clear on the reasoning. We want to assure you that our goal is always to support small businesses while also maintaining the integrity and security of our platform.
  We see that youve already been in contact with our Support team about this issue. The best way to continue moving forward is by responding directly to that existing threaddoing so will re-open the case and ensure our team continues to review your concerns. We know this process can feel frustrating, and we truly appreciate your patience while our team works through it.
  If theres anything else we can clarify here in the meantime, were here to help.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23251232
  
  I am rejecting this response because:

  Despite reaching out multiple times and following their instructions to respond to the existing thread, I have received the same vague, scripted replies without any real resolution. At this point, *** lost valuable time, business opportunities, and trust in how Thumbtack operates. Their support team has failed to provide any evidence or legitimate reasoning for deactivating my account only repeated references to security concerns that they refuse to explain.

  
  Its become clear that Thumbtack lacks proper internal management and accountability. After reviewing numerous similar complaints on the BBB and other platforms, I now seriously question whether this is a ****************** operating in good faith. The volume of unresolved issues and repeated complaints suggests otherwise.

  
  If the BBB cannot assist in helping me get my account reinstated or hold Thumbtack accountable for providing proof of their actions, I will be forced to escalate this matter and seek legal counsel. I am prepared to pursue further action if needed, as this has caused real damage to my business and reputation.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 05/01/2025

  Although it is our process to perform these account deletions to keep the platform productive and safe for all users, we recognize the frustration it may cause. After looking into your case details, it looks like your account has been linked to another account, and we have provided the steps to dispute that account link if you choose. 
  
  We recommend following those guided steps to dispute and hopefully find your desired resolution. The agent who is currently working on your case can answer any remaining questions, and you are more than welcome to respond to any of their emails to reopen your case. 
  
  We appreciate you working alongside us to address your concerns! 
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23251232
  
  I am rejecting this response because: I am once again writing to express my extreme frustration with the handling of my account deactivation. Despite my repeated attempts to clarify that I have no association whatsoever with the accounts you claim are linked to me, you continue to send vague, non-specific responses without offering a single piece of verifiable proof.

  
  Even more absurd is that while my account is deactivated, I continue to receive emails from Thumbtack asking me to set up payment methods which makes absolutely no sense given the status of my account. It shows how disorganized and inconsistent your internal system truly is.

  
  This process has been nothing but a waste of my time and has negatively impacted my business. Ive done my own research and confirmed that WordPress Wallah is a UK-based brand and not even a U.S. entity, while Soft Tech Code has zero online presence. The idea that my *************** Webfleets, is connected to either of these accounts is entirely baseless.

  
  I demand a final and serious review of my case by someone who can take proper action not another generic response or redirection to the same ineffective steps. If this issue is not resolved immediately and my account reinstated, I will escalate this matter through legal means and continue to report your business practices on public platforms.

  
  Thumbtacks handling of this situation has been unacceptable, and your lack of accountability and transparency is alarming.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to Thumbtack a few times regarding a concern I had with one of your businesses that advertise on the website. ********************. I originally was in touch with them for a dryer issue I was having. After the said services were completed, I asked for a receipt. I asked several times, and never received one or a response. I also reached out on Thumbtack. All my messages were left *************** my dryer is having the same issue. I reached out to **************** to let them know. No response once again. In fact, the website says they are no longer on Thumbtack. I tried to reach out and file a dispute to Thumbtack and received no assistance. I sent them attachments showing there was no communication received and no receipt received. I was told first, that Sun Home was out of the country. Now I am being told that they are working on getting a receipt.I would like my money refunded from ******** so I can with another company that will be respectful of their customers and respond. I have already updated my review to their company. It is quite disappointing that Thumbtack was not fighting harder, even with the documentation that I provided, to get me my refund and remove this company from their website.

  Business Response

  Date: 04/24/2025

  Thank you for contacting us, ******. We're sorry to hear about your experience with the service provider you hired through Thumbtack. It's concerning when things don't go as expected, and we want to make sure your concerns are addressed. 
  
  We can see that you're already in touch with our Trust and Safety team to resolve your issues. We recommend that you respond to the most recent email from your agent for further information about your case and the next steps.
  
  We appreciate your patience as we work through this together, and we're here to support you!

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23244815
  
  I am rejecting this response because: all messages have been responded to. I have yet to hear back from your team. This is the reason for escalating this matter since I can't seem to get assistance otherwise and more importantly, my money refunded. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/28/2025

  Thank you for reaching out to us. We truly want to help you get the support you need during this time. If youre facing challenges with email responses, please dont hesitate to call our support team at ****************. They will ensure you're connected with the Trust and Safety agent who is dedicated to resolving your case. We genuinely appreciate your patience as we work together to address your concerns.
  
   

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23244815
  
  I am rejecting this response because: I have been going back and forth with your "support" team. I was initially told that the business had until 4/28 to return back to us with a receipt. The business has not responded to any of my messages in the past year for a receipt when I asked him for one and now I want a full refund. You told me a deadline of 4/28. Yesterday you said that now you're waiting for him to return back to the country. Why is thumbtack changing it's decision based on this scam of a business?
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/30/2025

  Thank you for this update. We recommend you continue to work with the Trust and Safety agent that is currently working your case. It looks like we have taken the necessary actions on the pro's account and are in communication to get the needed receipt. 
  
  We appreciate your continued patience as we work together to address all of your concerns. The best way forward is to continue to work alongside your Trust and Safety agent on any remaining questions or concerns. 

  Thank you!

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23244815
  
  I am rejecting this response because: They are not helpful. I have sent them numerous messages and now no one is responding. They initially told me they gave the vendor until 4/28 to respond, then when 4/28 passed, they told me they are waiting for him to return to the states. How many excuses is Thumbtack going to have for their vendors? How many other people is he doing this to? I want Thumbtack to hold this person accountable and give me a full refund!
  
  Sincerely,
  
  ****** *****