Coffee Society

Hello ***,
Thank you for your response
As Thumbtack works as a marketing channel, it is important to note that Thumbtack does not employ or endorse the professionals that choose to use our platformAgain, it is up to each professional to determine what licenses are necessary and follow their state and federal lawsWith that being said, we do care about the safety of our customers and encourage them to consider all credentials and information professionals present, and use their best judgement when choosing who to hireThese encouragements and guidelines can be seen in this article on our website: ***
We also reserve the right to remove any professional at our descretion due to information presented to us from Thumbtack customersDisputes between customers and professionals on Thumbtack are rare, but when they do happen, our Marketplace Integirty team is here to help both parties come to a resolution
We encourage any customer or professional with questions to contact us at *** or ***
Thumbtack Support
***

Complaint: ***I am rejecting this response because: the company has not really responded They are saying nothing new, and they know I have been through the process they mention, as I did last time they responded This is classic stonewalling, dragging the process out in the hope that I will get frustrated and go away I will not They caused me damages and have not addressed their responsibility
I think it's time they addressed my complaint with something other than pre-written, canned responses which address nothing in this complaint
Sincerely,*** ***

We realize how frustrating a situation like this can be and we thank you for working with our teamTo encourage transparency and honesty, we only remove reviews which violate our content policyWe are open to feedback on how we can improve Thumbtack, and we passed yours along to our product teamThey will be taking it into consideration when making future changes to the site
If you have any questions about your specific case or would like to provide proof, please feel free to reach out to us at ***We’re here to help
Sincerely,
Thumbtack Support
***
***

Thank you for reaching out to us through the Revdex.com regarding your concernsWe appreciate where you are coming from, and want to stress that taking a step back from a dispute is not something that we do lightly
We appreciate all of the customers who choose to use Thumbtack to find a professionalWhen disputes arise, we will do everything within our power to help direct both parties towards a resolutionIf a resolution can not be met between the customer and professional, we may take a step back from the disputeThis is the last resource we use in resolving disputes, therefore we only do so when we are confident in our decision
We appreciate you reaching out to us so we could address this with you and wish you the best of luck finding a resolution going forward
Sincerely,
Thumbtack Support
***

Initial Business Response /* (1000, 5, 2015/08/13) */
Hello ***,
Thank you for bringing your concerns to our attentionWe expect the professionals who list their businesses on our site to provide good experiences and we want to hear about any cases where that isn't happening
The
professionals that you find on Thumbtack are local businesses who have chosen to use our site to connect with new customersThey aren't associated with Thumbtack or employed by usWe do not recommend any professional over another and advise that all customers do their research on any professional who provides a quote before deciding who they want to work with
Having said that, we do expect the professionals listed on our site to provide quality serviceIn cases like yours, we will investigate the complaint and if we determine a professional isn't meeting expectations, we can take action in order to protect our customersThese actions include warning, flagging and even removing a professional's business listings from off of Thumbtack
In regards to your specific situation, we are happy to continue working with you to make sure we take appropriate action
Please don't hesitate to reach out to me with any questions
***
Thumbtack Support Team
XXX-XXX-XXXX
***@thumbtack.com
www.thumbtack.com

Thank you for reaching out to us through the Revdex.com about your concerns. We would like to take this opportunity to address them here.
Though the professionals who use Thumbtack are not endorsed or employed by Thumbtack, we expect them to offer quality services if they are to...

remain on our website. Disputes between customers and professionals do not occur often, but when they do our Marketplace Trust and Safety team is there to help. This professional has been removed from Thumbtack. The account will not be reconsidered until we verify that your concerns are resolved.
We would like to continue to work with you on this issue and see how we can move forward. You can reach out to our Marketplace Trust and Safety team at [redacted] or [redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]

Complaint: [redacted]I am rejecting this response because:Thumbtack needs to updates their policy on reviews.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I contacted support concerning over charges when the app kept reloading my account with credits(credits equate to money charges) without my knowledge or authorization. I have only received $26.99 refund and the remainder is $182.94. Thumbtack agreed to refund the credits(see attachment), but I did not receive full refund. Once the remaining funds are refunded, I will be satisfied.Sincerely,[redacted]

Thank you for reaching out to us through the [redacted] about your concerns. We would like to take the opportunity to address them here.
It’s important to us that service members on Thumbtack conduct themselves in a professional way. If we find a business advertising on Thumbtack is...

not following our terms of use we may remove them at our discretion. In this situation we found sufficient information connecting the account in question to a second account that has been removed from Thumbtack because of a terms of use violation. Due to the nature of these connections we made the internal decision to remove the account. If the terms of use violations are taken care of we can look into reinstating both accounts.
If you have questions or concerns about your specific case please feel free to reach out to us at [redacted] or [redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]
[redacted]

Thank you for reaching out to us through the Revdex.com and for working with our Marketplace Integrity Team as well.
It is important to us that customers have a great experience with the professionals they hire through Thumbtack. When disputes with customers occur, we expect...

professionals to take the appropriate steps to resolve the situation. Our Marketplace Integrity Team is here to help both the customer and the professional come to a desired resolution.
Thumbtack expects professionals to conduct themselves in a responsible manner, be responsive to customers, and resolve disputes that arise. When a professional does not meet this standard, we reserve the right to charge the credit card to compensate Thumbtack or a customer for funds that are owed, damages that were caused, or other costs as determined by our discretion. This is outlined in the terms of use, which professionals agree to when they sign up: [redacted].
Please feel free to contact us at [redacted] or give us a call at [redacted] with questions or concerns. We’re here to help.
Sincerely,
Thumbtack Support
[redacted]

Thank you for reaching out to us through the Revdex.com about your concerns. We would like to explain more about the Instant Match program and how it works.
Instant Match is a new program where professionals quote for free and only pay when they hear back from customers. Instant...

Match will connect customers with professionals based on a variety of factors, including travel area, job type preferences, and availability. When customers respond to quotes to learn more, schedule next steps, or hire for their project, professionals will be charged for that response.
Feedback from professionals is appreciated as we continue to refine this new program. We take this feedback seriously and will consider suggestions from professionals when we make future changes to the site. Your feedback has been passed along to our Product Team.
Our terms of use states that credit purchases are not eligible for a cash refund. If professionals have questions about specific situations we are happy to look into it and see if qualifies for a credit refund. We can be reached at [redacted] We are here to help.
Sincerely,
Thumbtack Support
[redacted]

Complaint: [redacted]I am rejecting this response because: It doesn't address the issue of why their service did not perform as laid out in their description of said service.
Sincerely,[redacted]

Thumbtack genuinely cares about the success of our professionals. We have implemented a request verification process to filter out as many questionable requests as possible. We encourage all professionals to report anything that looks suspicious. We will look into it carefully as we respect the professionals who use Thumbtack.
Once a quote has been sent, the credits used to send the quote are nonrefundable, unless the situation falls under specific guidelines. Credit purchases are final and nonrefundable. Our refund policy is outlined within the terms of use, which professionals are able to review and required to accept upon sign up: [redacted].
If you or any other professional has questions about a quote or refunds, we can be reached at [redacted] or [redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]

Thank you for reaching out to us through the [redacted] about your concerns.
Feedback we receive from professionals is very important to us and it helps us make the right changes. When Thumbtack gets feedback from experienced professionals like yourself, it is passed along to our...

Product Team. The Product Team uses feedback to make changes to the site that will benefit professionals and customers alike. While we may not discuss our reasonings behind implementing feedback with professionals, we do consider every suggestion we receive carefully.
If you have any questions or additional suggestions please give us a call at [redacted]. We’re here to help.
Sincerely,
Thumbtack Support
[redacted]

Thank you for reaching out to us through the Revdex.com and for working with our support team as well. We would like to address your concerns here and take this opportunity to explain more about how the site works.
Professionals who use Thumbtack pay to introduce their business to...

customers who are looking to hire. Professionals can choose to quote on the requests that are a good fit for their business and customers have the opportunity to select who to hire. If the quote isn’t viewed by the customer within 48 hours, the credits will automatically be refunded. When customers view professionals’ quotes but do not immediately reach out, we encourage professionals to follow up with the customer. If any professional feels they were charged unfairly for a closed or inaccurate request, we encourage them to reach out to us so we can investigate the situation and see if it falls under our refund policy. We look into reports carefully as we respect the professionals who use Thumbtack.
We want to see professionals be successful. In order to help pros achieve, we’ve compiled a knowledge base geared towards helping professionals: https://help.thumbtack.com. This includes articles on getting hired, tips that Thumbtack professionals have shared with us, videos on navigating the site, improving business profiles, and more.
Our customer service team is here to help professionals find success and grow their business as well. We can be reached at [redacted] or [redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]

Thank you for reaching out to us through the Revdex.com about your concerns. We would like to take the time to address them here.
It is important to us that professionals are introduced to interested customers who are ready to hire. Before requests are sent to professionals, each request has to pass...

through a verification system that includes both manual and automatic checks. The system is in place to ensure that the requests we are sending to professionals come from legitimate individuals who are looking for an appropriate services, and that the requests have the information needed for a professional to formulate a quote. We also encourage all professionals to report anything that looks suspicious. We will look into it carefully as we respect the professionals who use Thumbtack
We want to see professionals be successful on Thumbtack. In order to help professionals achieve, we have compiled a knowledge base geared towards helping professionals. This includes articles on getting hired, tips that Thumbtack professionals have shared with us, videos on navigating the site, improving business profiles and more. Our customer support team is also available by multiple channels of communication to address concerns and provide assistance.
Please feel free to contact us at [redacted] or give us a call at [redacted] with questions or concerns. We are here to help.
[redacted]
[redacted]

Thank you for reaching out to us through the Revdex.com about your concerns, and for working with our customer service team as well.
We sent you an email with more information on this specific issue. If you have any questions, please feel free to respond to our email. We are here to...

help.
Sincerely,
Thumbtack Support
[redacted]

Thank you for reaching out to us through the Revdex.com about your concerns. We would like to take this opportunity to address them here.
Though the professionals who use Thumbtack are not endorsed or employed by Thumbtack, we expect them to offer quality services if they are to...

remain on our website. Disputes between customers and professionals do not occur often, but when they do our Marketplace Trust and Safety team is there to help. Due to this professional’s lack of communication, they have been removed from Thumbtack. The account will not be reconsidered until we verify that your concerns are resolved.
We would like to continue to work with you on this issue and see how we can help. You can reach out to our Marketplace Trust and Safety team at [redacted] or[redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]
[redacted]

Complaint: [redacted]I am rejecting this response because: Many professionals including myself have paid lots of money for these so called leads and have never even been contacted by the "customer". I believe these leads are / were fake, possibly computer generated by Thumbtack to get more money. I also believe a high number of requests were sent in by other contractors in the same field in order to gauge pricing. Its easy to do as I had even tried it although I didnt send out any fake requests.
I just want my money back.Sincerely,[redacted]

Thank you for reaching out to us through the Revdex.com. When a customer or professional has concerns about the site we want to take the time to address them and resolve the issue.
It is important to us that professionals are introduced to interested customers who are ready to hire....

Before requests are sent to professionals, each request has to pass through a verification system that includes both manual and automatic checks. The system is in place to ensure the requests we are sending to professionals come from legitimate individuals who are looking for an appropriate service, and that the requests have the information needed for a professional to formulate a quote. We encourage all professionals to report anything concerning. We will take the appropriate action as we respect the professionals who use Thumbtack.
Thumbtack is an advertising platform where professionals pay to send their business information to customers who are looking to hire. Once a quote has been sent, the credits used to send the quote are nonrefundable, unless the situation falls under specific guidelines. Credit purchases are final and nonrefundable. This is outlined in our terms of use, which professionals agree to when they sign up: [redacted].
If you or any other professional has questions about a quote or refunds, we can be reached at [redacted] or [redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]