Coffee Society

Hello [redacted],
Thank you for reaching out to us through the [redacted] about your concerns.
We understand that situations like this can be very frustrating for professionals and we do not take them lightly. Trust is a key part of the community on Thumbtack, and it is important to us...

that trust is maintained. Though we reserve the right to remove any professional from our platform at our discretion, this situation is very unique and our Marketplace Integrity team would love to discuss it with you.
One of our Marketplace Integrity team members has recently reached out to you and we encourage you to work with them to sort out this issue if possible. They are well trained and dedicated to helping our customers and professionals.  
Please let us know if you have any questions.
Sincerely,
[redacted]
Thumbtack Support
[redacted]

Complaint: [redacted]I am rejecting this response and I am highly reconsidering using Thumbtack after everything I have been going through with them. Please close this case with the understanding that I am not accepting their response but agree to disagree with how they treat their pros.
Sincerely,[redacted]

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]

Complaint: [redacted]I am rejecting this response because: You have repeated the same thing over and over as your response. You haven't resolved the scam and fraudulent charge to my credit account for these actions.Sincerely,[redacted]

We can understand how frustrating this situation would be. We sent you an email with more information about your account.
If you have any questions please let us know. We’re here to help.
Sincerely,
Thumbtack Support
[redacted]

Hello [redacted],
Thank you for reaching out to us through the [redacted] about your concerns and thank you for working with our Marketplace Integrity team as well. I woud like to address these concerns here.
We understand that this situation is very frustrating. Though Thumbtack is a marketing platform and the professionals on our site are not endorsed by Thumbtack, we expect them to offer quality services and treat their cusotmers well.
Disputes between customers and professionals don’t happen often on Thumbtack, but when they do, we encourage customers to work with our Marketplace Integrity team. If you still have questions reguarding this situation, we encourage you to continue to communicate with this team as they are well trained and dedicated to helping our customers if they are able.
Sincerely,
[redacted]
Thumbtack Support
[redacted]

Thank you for reaching out to us through the Revdex.com about your account. We would like to take the opportunity to address your concerns here.
It is important that those on Thumbtack conduct their business in an ethical way. If we find a business advertising on Thumbtack has...

repeatedly violated our Content Policy we may remove them at our discretion. Due to the nature of the Content Policy violations we made the internal decision to remove the account in question. We did not make this decision lightly, and we will not be reconsidering the standing of the account.
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 with your concerns regarding licensing. We would like to take this opportunity to address them here.
Thumbtack is a service that helps professionals and customers connect. Each person using Thumbtack agreed to follow the laws and license and insurance regulations in their state upon sign up when agreeing to the Terms of Use: [redacted]. We expect every service member to follow their local and state laws, especially when doing business through our online platform.
If you or any other service member has questions about using Thumbtack, we can be reached at [redacted] or over the phone at ([redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]
([redacted]

Initial Business Response /* (1000, 5, 2016/01/06) */
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 [redacted] 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.
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 any decisions made are for the purpose of benefitting 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 Business Response /* (1000, 5, 2015/11/18) */
Thank you for reaching out to us through the Revdex.com about your concerns, and for discussing them over the phone as well. I am glad we were able to come to a resolution that you were happy with. I would also like to take the time to address your...

concerns here.
I apologize for your negative experience with our agents. We strive to be as helpful as we can to our professionals. We know that communication and transparency between Thumbtack and professionals is vital, and we are thankful for the feedback on how we can improve moving forward.
I know how discouraging it can be to research a business and find negative reviews online, however it's important to remember there are so many other people who have had amazing experiences as well. We have helped thousands of professionals over the years, and for many we are a truly irreplaceable part of their business. That being said, it's up to each professional to make their own decision on whether or not Thumbtack is a marketing avenue that will work for their company.
We encourage all professionals to reach out to us with concerns or suggestions. It's important to us that professionals are successful on our site, and we're here to help them along the way. Please feel free to contact us if you have any additional questions.

Thank you for reaching out to us through the Revdex.com about your concerns.
 
Thumbtack is a platform where professionals pay to interact with interested customers. This marketplace is something that will continually be evolving in order to bring the best experience to both professionals and customers. We know how important it is to keep professionals updated on the changes that are rolled out. In every professional’s account there’s a notification center that has messages from Thumbtack letting professionals know what changes have been made.
Professionals are also welcome to reach out to our customer service team regarding product changes. We are happy to go through the changes with professionals and explain how they affect the way professionals use the site, as well as why the change was made. We can be reached at [redacted] or [redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]

Complaint: [redacted]I am rejecting this response because:
 1) It's obviously a canned response.
 2) You didn't address my concerns with the quality of service, credits/pricing, users, or transparency.
 3) Job requests are sometimes canceled seconds after submitting my bid.  That's impossible for the user to have read my quote, read other quotes, and chose to cancel the bid.  It's highly suspicious that these requests are fake.
 4) There is no method to resolve issues with Thumbtack.
 5) For others reading this, see here: [redacted]
Sincerely,[redacted]

Thank you for reaching out to us through the Revdex.com about your concerns.
We sent you an email with more information on your specific situation. If you have any questions or concerns, please feel free to respond to that email or give us a call at[redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]

We realize how frustrating a situation like this can be and we thank you for working with our team.
At Thumbtack, we believe customers should have the right to leave reviews for professionals not just for 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. To encourage transparency and honesty, we only remove reviews which violate our content policy. We have taken a look at the review and determined that it does not violate the content policy and therefore will remain on the site.
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

Initial Business Response /* (1000, 5, 2015/08/26) */
Thank you for reaching out to us with your concerns. I can understand how frustrating it is not to hear back from customers, especially when you've invested precious time and money. It matters to us that customer requests turn into real work for...

our professionals, and we're here to help them find the success they're looking for.
We strive to introduce our professionals to customers who are ready to hire. Thumbtack uses both automated and manual steps to make sure requests are coming from real and interested people, and that these requests contain the information professionals need to decide whether or not they are a good fit for the job. Requests go through a 9 step verification system before they are sent to professionals. If any professional has concerns about a specific request, they can report it to us and we will look into the situation for them.There's also never any obligation to respond to the requests we send, so professionals know they're only quoting on jobs that are right for them.
Since our professionals do pay to quote, we want to help them find a strategy that works for their business, and offer coaching to ensure they make the most of our site. We have many informative articles on our blog and Pro Center which can give professionals an idea for what customers look for.
We are here to help you grow your business and connect with new customers. If you'd like to give us a call to talk more about your concerns, you can reach us at XXX-XXX-XXXX. Your success is important to us, and we would love to help if you need more information or have any questions.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
Company now admits to living in the dream world as I had already explained basics of the license /regulation in the state I live there is essentially none therefore allows trainers to do anything they basically want along with the other information I have explained to them about even basics of how Personal Training and Athletic Training are different when it comes to uploading credentials on profiles.
Thumbtack still has not made effort in good faith about refunding the token on the quote/request in the first place with regard to the reason for the Revdex.com claim. The customer closed/canceled the request after the time span that is allowed by them to view quotes sent.If they closed/canceled the request I have wasted/used tokens on when the customer had a change of plans or is waiting for a better time. Given those scenarios while my information wont change as far as contact info my availability for the times in the request might change in the future due to scheduling. From my standpoint it is seeming like a lack of business integrity on Thumbtacks part for not refunding not only for me but anyone else that sent a quote on that request. Sincerely,[redacted]

Thank you for reaching out to us through the Revdex.com about your concerns and for working with our team as well.
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: [redacted]. This includes articles on getting hired, tips that Thumbtack professionals have shared with us, videos on navigating the site, improving business profiles, and more.
We sent you an email with more information about your situation. Please respond to our email so we can move forward with this issue. We can be reached at [redacted] or [redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]
[redacted]

Initial Business Response /* (1000, 7, 2015/06/04) */
Dear [redacted],
I am reaching out regarding your recent Revdex.com complaint against Thumbtack. I want to thank you for bringing your concerns to our attention. The safety of our customers is extremely important to us, and we were very concerned by the...

information you provided. I would like to detail the steps we have taken to address your concerns.
One of our top priorities is to make sure that Thumbtack is a safe and trusted marketplace. It is our goal to have the highest quality professionals available for our customers. If a concern regarding a professional's background is raised, we will always investigate to verify if the allegations are true. If our investigation confirms there are issues, the professional's listing will be removed from Thumbtack .
Based on the information we found while investigating your report, the professional in question is no longer listed on our site. Again, we place great importance on the trust and safety of our customers and marketplace, and we make every effort to ensure that is maintained.
Thumbtack is constantly seeking ways to improve our service. We recognize that the security of our site and safety of our customers is an area that requires continued innovation. We are currently working on improving our screening process of all professionals currently on Thumbtack, as well as those that will join Thumbtack going forward. We feel this is necessary as we continue to grow and be that trusted brand when seeking professionals.
I appreciate the opportunity to see this matter resolved. Thank you helping us make our marketplace safer. If you have any other questions, please contact us anytime, we're always here to help.
Simon
Thumbtack Support Team
XXX-XXX-XXXX
[redacted]@thumbtack.com
www.thumbtack.com

We understand that these situations are very frustrating and we’re here to help both parties come to a resolution.
The Thumbtack Guarantee is in place to protect customers, and the Marketplace Integrity Team can determine whether or not the situation qualifies for the Guarantee. We encourage you to continue working with the team. If the situation does not qualify for the Guarantee, the Marketplace Integrity team will do it’s best to come to a resolution. If the professional does not cooperate in finding a resolution and making the situation right with the customer, they will be removed from the site. Looking into this specific case, the professional has been removed from the site until he can resolve this issue.
If you have any questions about your specific case, please feel free to reach out to us at [redacted]. We’re here to help.
Sincerely,
Thumbtack Support
[redacted]

Initial Business Response /* (1000, 5, 2015/12/22) */
Hello [redacted],
Thank you for reaching out to us through the Revdex.com and for speaking with me over the phone about your concerns. I am glad we were able to come to a resolution that you were happy with. I would also like to...

address your concerns here as well.
We know it is extremely frustrating for professionals when they are putting effort into using Thumbtack and are seeing little to no results. This is not the experience we want our professionals to have. We want our professionals to get hired by quality customers. This is why each of the requests submitted by customers goes through a verification process that is both manual and automated. Also, if a customer does not view a professional's request within 48 hours, the professional is refunded. With all this being said, we encourage each professional on Thumbtack to report anything that seems suspicious and we will look into it right away.
As I said above, we want our professionals to get hired. We know that we will not succeed as a company unless our professionals meet new customers and find success. This is why we have created a Pro Center complete with research based articles to help our professionals present their business in the best way possible. This Pro Center can be seen here: https://www.thumbtack.com/pros/. We also have excellent customer support specialists available and willing to help our professionals by phone at XXX-XXX-XXXX. They will take the time to ensure that each professional is taken care of.
We encourage any customer or professional with questions to feel free to contact us. We are here to help.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@Thumbtack.com
XXX-XXX-XXXX