Coffee Society

Thank you for reaching out to us through the Revdex.com about your concerns. We’d like to take this opportunity to address them here.
We know having a license is important when it comes to being hired by customers. Professionals have the opportunity to upload their license on their...

profile so customers can view it when considering them for projects. Currently professionals are only able to verify state issued licenses on their profile. If a professional is having trouble verifying their state issued license, they can locate their license on this database and email us a link: [redacted]. Emails can be sent to [redacted]. Our team here will verify it manually.
If you have any questions or concerns please reach out to us at [redacted] or [redacted]. We are here to help you be successful.
Sincerely,
Thumbtack Support
[redacted]

Complaint: [redacted]I am rejecting this response because: 
I dont think the contractor care too much about being removed from Thumbtack since he already got what he wanted: registered a fake account on Thumbtack, trick the user and took the money ($32,000 in my case). I am not sure if removing him from Thumbtack can resolve my case at all. I still lost $32,000 because Thumbtack allow scam on the website and cause loss to the users.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:It does not clearly state the criteria in which the thumbtack guarantee covers its qualifying customers. I was quite literally scammed by a thumbtack contractor and provided thorough evidence of such, and there were even other complaints before I even filed mine. Heavy damages were incurred and thumbtack refuses to acknowledge them because my bathroom wasn't fully completed yet.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/30) */
We appreciate you reaching out to us with your concerns. I understand how frustrating it can be to invest time and money into our site and not get anything in return.
At Thumbtack it's important to us that our professionals grow their...

business. We know that the only way we can succeed is if our pros succeed. It can be frustrating when you put time and effort into writing a quote and you don't hear back from the customer. We are here to help professionals make the most of our site. We've conducted extensive research into what professionals can do to use Thumbtack to their best advantage. We compiled this information into a Pro Center where professionals can go to watch videos and read articles with information on how they can be successful. We have a great Support Center with representatives who specialize in support through many different channels of communication.
We've been able to help thousands of professionals and customers, and every complaint and concern matters to us. As a new and growing company, our reputation matters to us. We have a 9 step verification system in place to ensure that professionals are only receiving requests from interested and available customers. It includes automated and manual systems that filter through any requests that look fake, and makes sure that the request has the information that professionals need to determine if their a good fit for the job. It matters to us that customer requests turn into real work for our professionals, which is why maintaining our request verification system is crucial to our marketplace.
The phone call that you received was most likely from one of our Pro Mentors. It's one of our programs that we have that's geared towards helping professionals get hired. Professionals can coach other professionals on things they can do to build their profile, write a winning quote, and much more. It's a new and more personal approach to the support that we provide, because we want you to receive advice from someone who knows the industry just as well as you do. We created this program with our professional's success in mind. It's another way that professionals can get the help and support that they need to get hired on Thumbtack.
Thank you for reaching out to us about this situation. We would love to help you take advantage of all the information we have to help you be successful. Please contact us if there's anything else that we can do.

Complaint: [redacted]I am rejecting this response because: There simply too many complaints against your company, mine included.Sincerely,[redacted]

Thank you for reaching out to us through the Revdex.com about your concerns. We would like to take this opportunity to address your concerns here.  
Purchases on Thumbtack are final and nonrefundable. This is outlined in our terms of use, which professionals agree to when they...

sign up: [redacted].
We sent you an email with more information about your specific situation. If you have any questions please give us a call at [redacted] or contact [redacted].
Sincerely,
Thumbtack Support
[redacted]
[redacted]

Complaint: [redacted]I am rejecting this response because:TThu mbtack is attempting to dance around and derail a legitimate complaint made to them through their support center. It is apparent t hat they are using this strategy in order to avoid an obvious deceitful practices investigation which I am certain that their wikll be more complaints to.come once made public. I.have used u p enough of my time unsuccessfully trying to.resolve this issue through their support center and apparently t hey have chosen not to escalate above their support center to someone who could see potential errors in judgement
 
Sincerely,[redacted]

We appreciate your patience while working with our customer support team. We want to help get this resolved as quickly as possible. An email was sent to the email address associated with the Thumbtack account on July 23rd with more information on the next steps.
In order to connect with you regarding this issue, we forwarded you that email. You can also contact us at [redacted]. We are looking forward to hearing from you.
Sincerely,
Thumbtack Support
[redacted]

Initial Business Response /* (1000, 5, 2016/01/12) */
Hello [redacted],
Thank you for reaching out to us through the Revdex.com. I would like to address your concerns here.
We know that it can be very difficult when customers do not respond to professionals' quotes. This is not the...

experience we want our professionals to have. This is why each of our requests goes through a verification process that is both manual and automated. We've also found that 80% of customers come to Thumbtack ready to hire. That being said, we are always here and encourage each of our professionals to report anything that looks suspicious. We respect the time and money of our professionals and will look into the situation very seriously as we do not allow fake requests on our site.
Though our main goal is to provide a place where professionals can make introductions to new customers, we want our professionals to get hired as well; we know that we are only as successful as our professionals. This is why we have done research and come up with tips to help our pros to get hired. These tips can be found in online articles in our Pro Center: [redacted]. We also have a highly trained customer support team that is happy to work professionals and help them to make the most of Thumbtack.
We encourage any professional with concerns or questions to contact us via phone at [redacted] or via email at [email protected]. We are always here to help.
Sincerely,
[redacted]
Thumbtack Support
[redacted]

Initial Business Response /* (1000, 5, 2015/07/23) */
Hello Ronald,
Thank you for bringing this situation to our attention. We expect all professionals on Thumbtack to provide high quality services and we investigate any reports from customers who notify us that they've had a negative...

experience. We appreciate you giving us the opportunity to assist you with your situation.
Whenever we receive a complaint from a customer about a professional, we do our best to work with both parties to help them come to a resolution. If an agreement can't be reached, we will ask for documentation from both parties to try and determine what the appropriate resolution should be.
If documentation indicates that a professional should provide a customer's desired resolution, we will ask them to do so. If the professional does not provide the requested resolution we will remove their business listing from off of our site.
I know that your case was frustrating and we appreciated your patience while working with us and the professional. Because of your cooperation, we were able to determine that the professional should not continue on our site. You have helped us prevent your situation from repeating itself with another customer.
We were very happy to work with you and I am glad we were able to provide an acceptable solution.
If there is anything else that we can help you with, please don't hesitate to reach out to me.
[redacted]
Thumbtack Support Team
XXX-XXX-XXXX
[redacted]@thumbtack.com
www.thumbtack.com
Initial Consumer Rebuttal /* (2000, 8, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They helped all they could with me.

Initial Business Response /* (1000, 5, 2015/12/30) */
Hello [redacted],
Thank you for reaching out to us through the Revdex.com about your concerns. I would like to address these concerns here.
We understand it can be very frustrating for our professionals to receive negative...

reviews. This is especially true for professionals who work hard to maintain good reviews on their profile. At Thumbtack, we believe customers should have the right to leave reviews for professionals not just services provided, but for the overall experience with a professional. This is why we allow customers to leave reviews once a quote has been sent to them from the professional. A review will not be deleted on Thumbtack unless it is in direct defiance of our Content Policy, which can be seen here: https://help.thumbtack.com/?data=BAh7CjoHaWRpBF8otAw6CXR5cGVJIgxhcnRpY2xlBjoGRVQ...⇄
We know that there are a number of reasons why customers leave the reviews they do. We also care about the reputations of our professionals, which is why we allow our professionals to respond to all reviews submitted on their profiles. When a professional receives a negative review from a customer, we highly encourage them to respond to the review in a helpful, courteous, professional manner. This type of response shows potential customers that the professional is willing to work with all customers, and make things right when a customer feels they have been wronged. It also gives the professional an opportunity to share their story as these responses are public facing.
At Thumbtack, we want to be transparent with both our customers and professionals and make decisions for the good of both parties. If you or any professional or customer has questions or concerns regarding reviews, our customer support team would be happy to help and may be reached by phone at XXX-XXX-XXXX or email at [redacted]@thumbtack.com.
We are always here to help.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@Thumbtack.com
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thumbtack allowed the customer to leave a Negative/Inflammatory review yet I had absolutely no contact whatsoever with the customer other than quoting a fee in response to a Thumbtack notification. I did not speak with the customer. I did not message the customer. I did not email the customer. I did not perform any service for the customer. I was not hired by the customer. The customer's service date has not even occurred yet. I continue to request that the False/Reputation Tainting review be deleted. Thumbtack has the ability to do this; however, they will not comply.
Final Business Response /* (4000, 9, 2016/01/07) */
Hello [redacted],
Thank you for your response. We understand that negative reviews are difficult for any business, and we know it can be frustrating for a professional to receive reviews from customers with whom they have had very little contact. As we have stated before, we want our professionals to be rated for overall experience. This is similar to a customer having the right to review a restuarant that they have entered, but not eaten at. Their experience may still be remarked on even though they have not partaken in the services provided by the business. If we have documented that a professional has sent a quote to a customer through Thumbtack, the customer is then allowed to leave a review. Unless this review is in direct violation of our content policy, this review will remain on the professionals profile. This is to ensure that we have continuity accrosss our site and can be transparent with all professionals and customers.
We want our customers to be heard, but we also want our professionals to be well represented. When professionals receive negative reviews, the best thing they can do is respond to the review. These responses will also be displayed on their profile and can be seen by other potential customers. You can learn how to respond to reviews by going to our Help Center at this link: https://help.thumbtack.com?ar=kA1iXXXXXXXJm9Q. We are happy to work with any professional to help them to write a quality response as we want our professional's reputations to be upheld.
We encourage any professional seeking help in this matter to contact us by phone at XXX-XXX-XXXX or via email at [redacted]@thumbtack.com. Our highly trained support team will gladly help.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@Thumbtack.com
XXX-XXX-XXXX
Final Consumer Response /* (4200, 11, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thumbtack continues to skirt the issue at hand and continues to reiterate the same redundant response. The Review was unfounded and inflammatory. Thumbtack has the ability to remove the the Review in question but refuses to do so. I continue to request that the Review in question be removed as it is defamatory to my reputation which is impeccable as indicated by the other 8 raving reviews I received on the Thumbtack site.

Complaint: [redacted]I am rejecting this response because: The customer closed the request and Thumbtack continues to ignore information from a professional/expert(me who hold 2 certifications and a Masters Degree)  on items for the Website to provide the customers who are hiring pros on things they need to know/should be aware of in regards to what the pros should do. As I have previously stated they think self-regulation is the way to go when I have told them that is not advised when there are no regulations in the state I live in. I have also had to inform them that for credentials when I was working on uploading/trying to work on my profile that Personal Training and Athletic Training are two different items and therefore should have more ways to upload said credentials on their website. Sincerely, [redacted]

Hello [redacted],
It’s important to us that customers have a positive experience and are able to complete personal projects on the site. The Thumbtack Guarantee is one of the things we have in place to help customers. In order for the customer to be eligible for the guarantee the situation must meet several requirements. Our Marketplace Integrity Team is here to help determine eligibility and answer any questions customers may have. The Thumbtack Guarantee’s terms, conditions, and more information on how it works can be found here: [redacted].
Again, we would invite you to correspond with the Marketplace Integrity team if you have questions.
Sincerely,
[redacted]
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 and address...

customer concerns in order to remain in good standing. Disputes between customers and professionals do not often occur, but when they do our Marketplace Trust and Safety team is there to help.
In this case, a request was submitted for a residential storage shed project which our Marketplace Trust and Safety team confirmed was completed. The sound system portion of the project was not mentioned in the original request, and the customer did not receive quotes for a home theater system via Thumbtack. We are unable to guarantee work for add on projects agreed on outside of an original request on Thumbtack. This service member ([redacted]) is currently no longer listing their information on the Thumbtack platform.
If you have any questions or concerns about your specific case, please reach out to us at [redacted]. We are here to help.
Sincerely,
Thumbtack Support
([redacted]

Complaint: [redacted]I am rejecting this response for multiple reasons.
#1: It has been proven by hundreds of pros that Thumbtack is creating fake user accounts to generate more revenue from pros.  Thumbtack used to allow up to 5 quotes per request.  Now they allow 15 or more.  Why else would they do this???  It's because they have figured out they can generate 3x or more revenue!  Duh!
#2: Thumbtack used to charge about $3 per quote sent.  When a fake "customer" generates a request, pros are being charged $10-$20 or more!
#3: The terms of use were updated without any knowledge to the pros.  It's funny how none of the pros who were using Thumbtack for a year or more didn't realize quote prices had skyrocketed and they were being charged hundreds, in some cases thousands of dollars!
#4: Their "support" staff is a joke.  I encourage the Revdex.com or anyone else to call the phone number listed in their response.  You get an automated system that says "we're experiencing extremely high call volume" and no one ever answers, EVER!  They want to text back and forth because they don't want to deal with people over the phone because they know all they're dealing with is pissed of pros (their customers)!  I have transcripts of conversations with their support staff and when they can't explain why they won't give you your money back for their scam, they say something stupid like "please refer to our terms of use."  Also, when you text them, they take 10-20 minutes or longer to respond.  However, if you text something completely irrelevant to Thumbtack, they respond immediately.  That's pretty coincidental don't ya think??  I have tried this multiple times and it gets them every time!  What a joke!
#5: Thumbtack is a complete scam.  Luckily, I manage my accounts very closely.  Others haven't been so lucky.  I will continue to fight against Thumbtack to get them shut down no matter how long it takes.  Companies like Thumbtack are what ruin things for the rest of the pros out there.
I want my money back.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I have 2 credits out of the 13 left and they did not refund me. I would like a refund of the additional tickets because the options that are displayed on the thumbtack website are not for my niche in the hair and styling category, therefore the leads that I had received required me using the tickets I purchased to gain further insight of the request from potential clients. 
Sincerely,[redacted]

Initial Business Response /* (1000, 9, 2015/06/04) */
Hi [redacted],
Thank you for bringing your concerns to our attention. We take the quality of our professionals very seriously and investigate any complaint we receive regarding work they have been hired through our site to do. We want to make...

sure we have good professionals who are providing great experiences.
I appreciate the time you have taken to work with me on this case. I can understand the frustration you are experiencing and how difficult this has been. I am happy to explain why we have handled your complaint the way we have up to this point.
Whenever there is a complaint between a customer and a professional, we here at Thumbtack do our best to work with both parties to come to a resolution. If there are differing stories or the two parties cannot come to an agreement, we will ask for documentation from them both to try and see if that helps determine what the appropriate resolution should be. If the documentation indicates that the professional is at fault and needs to provide a resolution, we will ask them to do so. If they do not, we can choose to no longer list them as a professional on our site. We expect excellent customer service from ourselves and our professionals. If the professional isn't providing great customer service, we do not feel comfortable continuing to send them customers. If for some reason there isn't enough evidence to indicate that the professional is responsible, we will still work with both parties to try and reach a resolution.
We appreciate our customers and want to do everything we can to ensure they have a good experience. Sometimes situations happen outside of our control, like your case, and while we may not be able to directly resolve the problem, we are always willing to help in any way we can. Our customer support group is available to answer questions and work with either party to help them try and resolve their issue.
We are still happy to work with you in regards to your damaged television and I appreciate you giving us the opportunity to address your concerns with how we handle complaints.
If there is anything else we can do to help you, please let me know. I am happy to do whatever I can.
[redacted]
Thumbtack Support Team
XXX-XXX-XXXX
[redacted]@thumbtack.com
www.thumbtack.com
Initial Consumer Rebuttal /* (3000, 11, 2015/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Although when we spoke last time you said that the documentation I provided didn't show enough evidence that [redacted] was at fault, I was still intrigued on what kind of evidence [redacted] submitted to proof to be innocent. Was he able to submit pictures of my screen and tell you: "This is how I received this TV". Was he able to describe my TV damage? Because, if he was able to see it out of the box or while mounting and that he tried to help me, I'm sure he will remember how the crack looked like. When the incident happened he was so rushed to finish and get out; he barely looked at my screen when I showed him. He packed his belongings so quickly that he forgot some hardware and never came back for it. When I reached to you I had already try to work with [redacted], and it was unsuccessful. I understand that "harassing [redacted]", like you mentioned, will not be helpful in this case. However, I'm left with a cracked screen. One more question, if the price of my TV was lower, would be handling this case differently? I feel that, since I disclosed the value of my TV there were barriers over barriers to try to fix this problem.
Final Business Response /* (4000, 13, 2015/07/03) */
Hello [redacted],
Thank you for getting back to us. I am happy to clarify further.
When using Thumbtack, a customer is introduced to professionals who are able to help them with their project. The customer chooses from those professional the person they feel is going to be the best fit for their needs. Once that happens, Thumbtack is no longer involved in the project. If a problem arises, it is between the customer and the professional they hired. However, if either party decides they would like our assistance, we are very happy to work with both sides to try and help them reach a resolution.
We do not have any limitations on when we will try to help our customers. Regardless of what the situation, expense, or issue may be, we want to help out as much as we are able to.
We are happy to still work with you and if new documentation comes to light that indicates the professional is responsible for your damages, we will certainly reassess the situation.
Please let me know if you have any other questions
[redacted]
Thumbtack Support Team
XXX-XXX-XXXX
[redacted]@thumbtack.com
www.thumbtack.com

We understand these disputes are very frustrating and we are here to help both parties come to a resolution.The Thumbtack Guarantee is in place to protect customers, and the Marketplace Trust and Safety Team can determine whether or not the situation qualifies for the Guarantee. When the situation does not qualify for the Guarantee, Thumbtack will do it’s best to help find a resolution. If you have any questions about your specific case, please feel free to reach out to us at [redacted]. We are here to help. Sincerely,  Thumbtack Support[redacted]

Initial Business Response /* (1000, 5, 2016/02/04) */
We appreciate you reaching out to us through the Revdex.com. I'm glad you've been in contact with one of our Marketplace Integrity agents in regards to this issue, and I'd like to address your concerns here as well.
We know how disheartening it can...

be to receive a negative review. This is especially true for professionals who work hard to maintain good reviews on their profile. A review will not be deleted on Thumbtack unless it is in direct defiance of our Content Policy, which can be seen here: https://help.thumbtack.com?ar=kAXXXXXXXXXBOSw. Maintaining these standards is what gives legitimacy to our entire review system, including positive reviews.
At Thumbtack, we want to be transparent with both our customers and professionals. If you or any professional or customer has questions or concerns regarding reviews, our customer support team would be happy to help and may be reached by phone at XXX-XXX-XXXX or email at [redacted]@thumbtack.com.
We are always here to help.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not fully agree with the response, however the false review has been deleted. Please focus your attention on contractors acting on good faith that will be held hostage (or extorted)by people that understand the policy as described and force action by holding a negative review over the contractors head. Trust, this happens and much more than may previously be considered. Recall your statistics, eliminate the top and the bottom to get a better indication of the truth or accuracy. I will remove this complaint upon your next reply. Thank you for your time. Please escalate to management, the response sounded a little "boiler plate." Also, look at e-bay, they have tweaked their feedback (rating) system many times over the past few years. Uber is also finding problems. MM

Complaint: [redacted]I am rejecting this response because:I have spoken to managers who explained the same thing. Quick responses have done nothing for my hire rate. Especially considering that the only quick response received is one which I've already explained in my initial quote. No one has ever responded after I explained that I've answered that question in my initial response. I also should not be charged when this happens. It seems like a scam to ensure your company can charge accounts claiming "intent". 
You have not addressed my concerns with messages that aren't quick responses: I have messages that are greetings and salutations such as "Hey" and "Thanks". Those aren't intent. Why am I charged? 
 
Your policy has has changed since I joined Pro Assist and I wasn't informed and choose to not participate. I should be refunded accordingly.Sincerely,[redacted]