Coffee Society

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]

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]

As I had explained over the phone, my business has no ties to the business that has been removed and no where was I provided any physical hard proof that there was a tie between the two. My company is 100% under my own ownership. I will not accept a satisfied result to this conflict until my companies profile is re-instated. I urge you to dig further into the situation and reach out to my company to further verify my concerns. I would like to handle this matter civilized and out of the legal system, however if Thumbtack decides to continue to make the claims and decide not to provide evidence and proof of exactly what my company has done wrong, it will be my next step. I have been a customer of your for far too long to have this happen to me. I pay your company to generate leads which in return I get paid money for my services rendered. As of right now I have taken a loss in business due to this mistake on your companies part. Please Please dig into this and reach out. 
Sincerely,
[redacted]Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: this is from a person whom did not hire me or even attempt to work with me. This review comes from what can only be designated as a troll who's sole purpose is to defame and damage the reputations of those they do not even know. This review needs to be removed immediately as it is not a representation of an actual experience or relationship between the claimant and [redacted] Furthermore, Thumbtack is actively engaging in this charade and the continued slander of [redacted], their employees and sub-contractors. This review needs to be removed immediately accompanied by a written apology from Thumbtack.Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/11/12) */
We appreciate you taking the time to reach out to us through the Revdex.com about your concerns. I'm glad we got a chance to talk on the phone and discuss this situation. I'd like to address each of your questions in order, and help you better...

understand Thumbtack as a business.
Thumbtack is an advertising and introductory service. Professionals pay a small fee to get their information in front of customers, similar to a TV advertisement or radio broadcast. While it's not guaranteed that every person who views the ad is going to pursue it, Thumbtack is a way to directly market your business to people who are already actively looking for someone to hire. We give customers the option to indicate if the status of a project has changed. It's up to the customer to notify us and the professional if they no longer need the service. When customers don't view the quote within 48 hours, the professional will be automatically refunded because an introduction wasn't made.
Our terms of use covers Thumbtack's right to charge fees for transactions and for services rendered. Every person on Thumbtack has agreed to these terms of use. As you have stated, there is implicit risk with every kind of marketing and investment. Professionals have the freedom to choose how much money they want to use on advertising on our site, and the investment they make is in their own business. Thumbtack credits never expire, and there isn't an obligation to respond to the requests that we send you. Different forms of advertising work for different companies, and we have the tools available to help new professionals understand the site and how it works. It's important that professionals make the educated decision on which marketing channel will best benefit their business.
Our customer support agents strive to be understanding and empathetic of professional's concerns. Each support agent has been trained on Thumbtack's policies, and know that all transactions are final. As we had discussed on the phone, we realize there were some inconsistencies in the answers you were given and we're using this as an opportunity to improve and create a better experience for pros in the future.
Refunds on the Revdex.com are done on a case by case basis as every situation is different. When a professional submits a complaint, we try to address and resolve their concerns. Details of specific complaints are private between Thumbtack and the individuals who bring their concerns to the Revdex.com. We do our best to reach a resolution that best fits each case.
Individuals agree to Thumbtack's Terms of Use when they sign up on the site, and our internal policies correlate with what is outlined in our Terms of Use.
Thumbtack values transparency in all aspects. We're always working on ways to educate professionals and customers on how Thumbtack works. Any changes we make will always be to improve and create the best experience possible for everyone on our site.
We respectfully decline your offer to debate these questions, as we feel that the Revdex.com is a sufficient channel to publicly address professional's concerns.
Thank you for the feedback you have given us. I appreciate your understanding about how quickly Thumbtack is growing, and we want to continue to make changes that are in the best interests of our professionals. We know that the best way to improve is by implementing suggestions made by experienced business owners.
Please let us know if you have any additional questions about our site; I'd be happy to speak with you again. We're always here to help.

Thumbtack genuinely cares about the success of our professionals. The request verification process filters out as many questionable requests as possible. Anything reported to us as questionable, we will investigate. Purchases on Thumbtack are final and nonrefundable. Our refund policy is outlined within the terms of use, which professionals are able to see here: [redacted]
We help many Thumbtack professionals and customer daily and, because of this, there can be a wait time to connect with customer support. This is why we’ve created multiple channels to contact us on: [redacted]Sincerely,Thumbtack Support[redacted]

Complaint: [redacted]I am rejecting this response because: I guess you are not reading my complaint YOUR MARKETPLACE INTEGRITY TEAM brushed off my issued and closed my case. I have a police report #, missing $800 and a drawer that is damaged/missing for $125 and this guy, your vendor has a LONG history of CRIMINAL activity according to the police however you allowed him on your site. You are responsible ethically for my missing money and property. I would appreciate a refund of my $800 and either a replacement of my property (drawer from [redacted]) or value ($125). Sincerely,[redacted]

Thank you for reaching out to us through the Revdex.com. We would like to address your concerns here.
Though the professionals who use Thumbtack are not endorsed or employed by Thumbtack, we expect them to offer quality services. Disputes between customers and professionals do not...

occur often, but when they do our Marketplace Trust and Safety team is there to help. This team is in place to help customers and professionals come to a resolution. If a professional does not take the appropriate steps to resolve the concern, they may be removed from Thumbtack.
If you have any questions, we encourage you to reach out to our Marketplace Trust and Safety Team. We encourage any professionals or customers with questions concerning disputes to do the same. This team can be reached at [redacted].
Sincerely,
Thumbtack Support
[redacted]
[redacted]

Complaint: [redacted]I am rejecting this response because:
The largest issue that we have is not about the customer leaving a negative review. The issue is that this customer has harassed my company because he wants his money back. We have asked him to do what we need in order to fix the problem and he has not followed through on his end. He left me a voicemail and had called multiple times. When we spoke he said if I did not give him a refund he would write a bad review, and take it down if he got his money back. It clearly states in the  businesses policy that they do not allow extortion. That is a form of extortion. He is fabricating a review so that we give him his money back, and even then we cannot insure that he will indeed take down his review. We have responded to the customer but I feel as someone who has paid over 700$ in the last month to thumbtack that they should be protecting their business owners and living up to their policies. Telling me to just respond is not a solution to this problem. I woud like my money back as they are not following their own procedures to protect the business owners that use their website. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/03) */
Hello [redacted],
Thank you for reaching out to us through the Revdex.com about your concerns and for corresponding with our Marketplace Integrity team as well. I am glad that your situation is being handled by one of our...

experts.
At Thumbtack, we expect our professionals to offer quality service and to treat their customers well. Though these types of situations are rare, if a customer has a poor experience with one of our professionals, we encourage them to reach out to us immediately so we can look into the situation. We take these types of instances very seriously and will address them promptly.
Our goal is to keep a marketplace where customers and professionals feel safe. Customers and professionals may feel free to contact us at any time if they have questions by calling XXX-XXX-XXXX or emailing us at [redacted]@thumbtack.com. Our highly trained customer support specialists will ensure that they are taken care of.
I encourage you to continue to communicate with our team and let us know if you have any other questions or concerns. We're here to help.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@Thumbtack.com
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2015/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In speaking to Thumbtack we discussed my concerns that there are individuals posing as "professionals on their site and thus duping people out of money. In my case they person I had been scammed by via Thumbtack had one other person who had given her a negative review in regards to not receiving the services paid for. Thumbtack's response to this is that they would simply flag the account and therefore allow at least one more person to be scammed by this woman before taking any action, which they were not explicit in what action that may be. Niether did they make the decision to remove the false reviews that she had friends write on her behalf. Their solution is to continue to support con artists and profit from deceiving people through their website.
Final Business Response /* (4000, 10, 2016/01/05) */
Hello [redacted],
I assure you we approach situations like these with the utmost concern and care. Our goal is to prevent these cases from reoccurring, and to maintain a honest and safe marketplace for all of our customers and professionals.
There are a lot of factors that go into our decision to remove or flag a professional. We know that our actions can deeply affect people's businesses or livelihood, which is why we consider every angle of each individual case. We have a highly trained team here who investigate professional accounts thoroughly before taking action. The professional's interaction history with customers and overall customer satisfaction is just one of the things we look at. In order to protect the privacy of the individuals on our site, the results of cases are not something we can disclose publicly. However, we do take measures to ensure that the appropriate action has been taken.
I can see you have been working with one of our agents, and I want to encourage you to contact him with any additional concerns or information you may have on the case. Situations like this don't happen often on our site, but when they do we want to make them right. Please let us know if there's anything else we can do for you.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@Thumbtack.com
XXX-XXX-XXXX
Final Consumer Response /* (4200, 12, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to a representative from Thumbtack and my dispute was not resolved. I was told that the scammer on their website is required to scam at least one more person before they would take any action against her. They also did not offer to compensate me in any way. I would like this dispute to remain unresolved so that others can make an informed decision whether to do business with this company with a TRUTHFUL review. Something Thumbtack fails to provide. Their business model is arranged around customer reviews, and for them to allow and protect deceivers who manipulate the rating system is disgusting and completely unethical and people need to have knowledge of this. The online marketplace of today is just about completely review based. Sellers take their reviews seriously as well as customers, considering there is a fine line between receiving what you paid for and getting scammed. Thumbtack has clearly shown how they value the customers that book services through their website with their indifferent attitude and lack of action in regards to my situation. My life has been significantly affected by this, but the profit they made from the $800 fee I was charged, and did not receive a service for, is obviously more important. I encourage anyone who has had a similar situation to speak out and take further action as I intend to do because this is a matter of helping to make the online marketplace a safer and more honest place to purchase and sell services.

Complaint: [redacted]I am rejecting this response because: We reactivated our membership with Thumbtack after approx three years, three years ago we tried your service and found it to be an unsatisfactory service back then and stopped using until we were approached again by Thumtack and was told it was new and muchly improved and I should try it again because it very improved, please give it another chance.
I did, I began spending hours on end, updating my profile and adding pictures, removing categories/services to narrow down and better target the leads types we offer. Next spent hours on end setting up response templates to streamline our responses for leads we accept. So now we are very well timely invested to purchase leads.
So I purchased over a two day period over $150 in leads to test. Heres the problem with your service and Ill use a lead as very good example
[redacted]
[redacted]
Plumbing Drain Repair
Urgent repair?
No
Is there flooding?
No, the building is not currently flooded
Problem drain location(s)
Bathroom
Number of issue drains
Multiple drains have issues
Drain problem
Clogging
Duration of problem
Less than a week ago
Property type
House
Customer role
Owner
Zip code
[redacted]
Customer Availability
Feb 28 - Mar 2Evening (after 6pm)
Phone number
Available after submitting quote
Request expires
At 2:09pm on 03-01-18
Here's the issue- all of this questions and answers are from templates provided to the customers/consumers and while Thumbtack feels this is sufficient data/info. It is not acceptable or enough data to make an informed decision to pay the fee to have a chance to use another response form that is also templated with three choices. 
1) Here is one template of probably twenty I spent time writing many variations to fit many variations of service types.
Example- Greetings we can provide the professional handyman services and (TV mount related services)( Drain repair) (handyman services etc etc) you're seeking, although you didn't provide enough information or details to give an honest quote at this point. Lets discuss your project in more detail when you call me at [redacted]7am to 10pm 7daysProject advisors standing by NOW!Here's our basic pricing structure:2hr minimum plus materials at our discount rateThank you for your inquiry, we will be glad to help you with your project needs. We are a 5 star rated contractor online and A rated with the Revdex.com and good contractors list. We are a quality and professional service with the best craftsmen in the business. Please call me to discuss anytime day or night. I have men available at this time. [redacted]
Now this is what the consumer receives from 5 contractors or perhaps more different contractors/companies, individuals, who ever matches on their profile area/zipcode and by service type.
We send one of these templates or adjust the one I used as an example and wait for the consumer to reach out back to us, the only problem is out of the 37+ leads and over $152 spent over a two day period. I feel I have given this platform a solid chance. 3 total people responded and one I did business with eventually.
That is a horrible result but of a perfect example of a 30+ year in contracting business owners results of how well your business model/platform actually works. It's horrible and can explain why your platform is horrible and unacceptable after 24hours using your service.
The templates is the worst way to sell what you are selling, it is not sincere and it is not accurate as well as it just doesn't give an ample amount of data or information contractors need to make an inform decision. You are selling information and the information you are selling is based on templates a very generalized bit of information That Thumbtack suggests not what is accurate or informative to base an informative decision to buy/select or not. Again it's too generalized.
The consumer/carrot does not pay a fee to submit there request, therefore how much do they care? and how do they know what a contractor needs to engage if you are suggesting multiple choice answers? how accurate do they have to be? Its a careless way to think your leads are quality leads when your providing the information you are selling. The quality is horrible, non existent and does not do what you are intending to sell. The consumer is only here to find a suitable contractor to give them a price, an estimation. When the consumers begin to receive responses they are expecting a quote or price. Not a greeting from 5 or more contractors simply saying theres not enough info to provide an honest quote because theres not enough information provided to give this quote, but call me, email, text to engage. And thats where they see this site didn't really give us the quote or price we are seeking and now they are bombarded with 5 contractors asking for more information plus they have likely went to multiple lead farms/Lead generation sites and submitted multiple requests and now their phones are blowing up and that is exactly why this platform doesn't actually work without buying hundreds or thousands of dollars of leads to play the numbers game.
So after 24 hours I gave it reasonable attempt to see if your service/platform has improved and it hasn't, in my experienced opinion over decades and have used almost every service that has come and gone and have come to understand what works and what doesn't work. This doesn't work. Yes I am sure you have had members for years that have learned to rely on this, but I guarantee your losing more than you gain as contractors spin their wheels on buying countless leads and 1 in 30 might bring positive results and in my book thats horrible and unacceptable. Therfore I immediately stopped taking any further leads and submitted my complaint to refund the money I trusted would give the ample time to try your service and within 24 hours of trying. its obvious how horrible it is and you don't know if you don't try. I tried!! Your standards are unacceptable in providing templated leads/data and the information you sell is limited by the choices you provide for answers. You can't make an informed decision with type of service without trying it, I tried it and expect my money back except for the one lead that did pan out. ONE LEAD! THREE RESPONSES!
Additionally earlier this week, I was sent a notice by your company that your company is making changes yet again on how leads are sold, provided and matched. Now if you was selling an acceptable service, why does your company feel a need to change? I can tell you, your system does not work with contractors who are seeking an honest place that provides real leads with honest information in consumers own description and accuracy for the exact need they are seeking.
You are emphasizing your "matched leads" and that will be horrible results as well, and hers why. Again with the templates, on a matched lead you charge more, and with this method you expect contractors to give a flat fee/amount price as a all inclusive flat number, based on this templated consumers answer/description. This is a horrible idea and causes caos, disatisfaction and unimaginable field arguments over "you gave us a price"...... When the project changes and most do, there is no better pricing structure to base your platform off of than "time and materials"so that if the project changes and most due especially with limited descriptions or templated provided data, its more likely to change then to stay the same.
The whole idea of flat rate pricing is for amateurs and as long as you keep finding the uneducated Thumbtack is likely to survive, but like the position you are in, its going to get harder and harder as time continues as I am a very good example. Provide relevant data, make it a priority to force the consumer/carrot to spend time writing as much info as possible so that contractors can make an informed decision. If the contractor doesn't get a response, issue them a credit. Dont sell it and resell or regenerate that lead. but this template thing isn't working and to expect for us to throw out a price based on the data you suggest is just mnic.
Please refund my money, I shouldn't have to file a complaint for unacceptable services.............
Sincerely,
 
[redacted]
HomePro
Licensed General Contractor
[redacted]
[redacted]

Complaint: [redacted]I am rejecting this response because: I have proof with Homeowner that Thumbtack is a scam, and I demand My money back. The next step is I take My proof to social media. Thumbtack has bad business practice. Sincerely,[redacted]

Thank you for reaching out to us about this through the Revdex.com. We are glad you are working with our Marketplace Integrity team, and would like to address your concerns here as well.
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 don’t often occur on Thumbtack, but when they do our Marketplace Integrity team is there to help. This team guides customers and professionals and helps both parties come to a resolution.
The Thumbtack Guarantee is one of the things we have in place to help customers as well. 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 terms, conditions, and more information on how it works can be found here: [redacted]
We encourage you to continue to work with our Marketplace Integrity Team. If any customer or professional has questions about a dispute, we encourage them to reach out to us at [redacted]. Our support team is well trained and here to help.
Sincerely,
Thumbtack Support
[redacted]

Thank you for reaching out to us through the Revdex.com and for working with our Marketplace Integrity team. We would like to address your concerns here as well.
Though the professionals on Thumbtack are not endorsed or employed by Thumbtack, we do expect them to offer quality...

services. Instances where customers have poor interactions with professionals they hire on Thumbtack are rare, but if they happen, we want to know about them. When we hear about these situations, we do everything in our power to work with both parties and help them come to a resolution. Looking into this situation we see the professional has been removed from our site.
We encourage you to continue to work with our Marketplace Integrity team and provide the necessary documentation so we can keep moving forward with this issue. Please feel free to reach out to us at [redacted] or give us a call at [redacted]. We are here to help.
Sincerely,
Thumbtack Support
[redacted]

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. We encourage professionals to reach out to our customer service if they feel a quote should be refunded. 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]
[redacted]

Initial Business Response /* (1000, 5, 2015/09/03) */
Hello [redacted],
I appreciate you reaching out to us. I understand your frustrations and that you aren't happy with how your review concerns have been handled. I appreciate the opportunity to clarify how reviews work on Thumbtack.
Reviews...

are an integral part of any business. They help demonstrate quality and let customers determine what kind of experience they can expect to have.
We are dedicated to maintaining the integrity of our review system. We want customers to feel comfortable determining what professionals they want to work with. In order to do that, they need to be able to express their opinion on how their transaction went without interference from us. In doing so, they know that when they look at other customer's reviews, they are getting the other customer's experience, not Thumbtack's.
There will be times where you get a rating that you disagree with. If that happens, we want you to be able to share your side of the story. Our system allows you to post a response to any review you receive. Your response will be visible to all customers who look at your reviews.
To clarify one point of your concern, a customer can contact us and update their review. We recognize that just because a review has been posted, doesn't mean the situation is finished. This is why we recommend reaching out and working with any customer that has concerns, even if a poor review has already been left. If your customer feels that you have taken care of their concerns, they can update their review to reflect the new situation.
If you are having issues working with your customer, our support group is more than happy to work with you both to try and come to a resolution.
I know you are unhappy with how your specific case has been handled and we certainly want to help in any way we are able. We are happy to continue working with you and invite you to contact us directly.
[redacted]
The Thumbtack Support Team

XXX-XXX-XXXX
[redacted]@thumbtack.com
www.thumbtack.com
Initial Consumer Rebuttal /* (3000, 7, 2015/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is a joke. I provided Thumbtack proof the customer was happy and they have now suspended my account. This company is a lead generator I do not understand how thumbtack can play decision maker. This is a joke I have showed proof and thumbtack needs to activate my account and stop telling me how to run a business. I have proof that these claims and **. I have reached out to thumbtack at least 15 times as I stated in my first complaint. They will not resolve any issues. Turn my account back on ASAP and review the documents I sent showing that the customer is happy with the job preformed.
Final Business Response /* (4000, 9, 2015/09/30) */
Hello [redacted],
I understand your frustration with how your case has been handled and that you disagree with the action we have taken. We appreciate all of the professionals who chose to list their businesses on our site. We also take complaints very seriously and expect all of the businesses who use Thumbtack to be focused on providing good experiences for their customers. If we feel that a business isn't meeting with our expectations, we do take action in order to protect our marketplace.
In any situation where there is a complaint between a customer and a business, we are very happy to work with our professionals with the goal of reaching a solution that works for all parties involved.
We have attempted to contact you so we can continue working through your situation, but have not been able to connect. Please contact us at your soonest convenience.
[redacted]
The Thumbtack Support Team

XXX-XXX-XXXX
[redacted]@thumbtack.com
www.thumbtack.com

Complaint: [redacted]I am rejecting this response because: they have been dancing atound the fact that they have been deceitful in how they have presented the service they offer and have tsken money from my account that has not by my opinion  been authorized. They have not been forthright and by offering their support team to explain  to me the process is absurd . It is not goijng to change the fact that they have been deceitful and outright lies and cannot provide any proof that the so called leads or clients and myself have actually had any contact outside of what thumbtack has sent. I had not been personally in contact with the actual clients. And on top of that they are sending leads outside of the area I have set up with them. This run around they are giving is BS. All they need to do is refund me for the charges. I have used their service in the past quite frequently and paid all the fees they asked for for their leads and now they are changing things and dancing around. I want to resolve this professionally and it would be in their best interest as I am sure I would have no problem  obtaining or finding other businesses who have been given the same deceitful practices.
Sincerely,[redacted]

Thank you for reaching out to us through the Revdex.com about your concerns. We would like to address these concerns here.
 
Thumbtack Terms of Use outlines how and when professionals will be charged. While using Thumbtack, Service Members have the option to turn on...

Quick Pay. With Quick Pay Thumbtack will automatically charge a Service Member’s stored credit card or debit card to send estimates. If a Service Member is using Instant Match, Thumbtack will automatically charge a Service Member’s Card when interested customers respond to estimates. All sales on Thumbtack through Quick Pay are final and non-refundable. By turning on Quick Pay, Service Members agree to the Quick Pay Terms of Use which can be found here: [redacted]. The account in question was active until recently, and Quick Pay was turned on at the time of the charges. Once an account has been deleted, new charges can not be made because we are no longer introducing the business to customers.
 
If a professional has questions about charges on their account, they are welcome to reach out to our customer service team. We can be reached at [redacted] or ([redacted]. We are always 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 address these concerns here.
We understand it can be very frustrating for professionals to receive negative reviews. 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 out of compliance with our Content Policy, which can be seen here: [redacted]
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 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 benefiting 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 [redacted] or email at [redacted].
We are always here to help.
Sincerely,
Thumbtack Support
[redacted]

Initial Business Response /* (1000, 5, 2015/09/29) */
We appreciate you reaching out to us with your concerns. I understand how frustrating it can be to invest time and money into marketing without hearing back from customers.
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 professionals are succeeding as well. Since the success of our professionals is so important to us, we've conducted extensive research into ways professionals can increase their chances of being hired when they quote. We've compiled this information into a set of videos and articles that show professionals how to use our site to effectively.
We want all of our professionals to benefit from this information, so we have a customer support center that can help professionals understand how to get the most out of Thumbtack. We also have other online resources such as webinars and our Pro Center where professionals can research winning strategies themselves. You can see our Pro Center here: https://www.thumbtack.com/pros/.
Thank you for reaching out to us about this situation. We would [redacted] 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.
Sincerely, [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because I called the office of Thumbtack on 9/29/15 and spoke with a gentleman that only handles
Final Business Response /* (4000, 10, 2015/10/20) */
Hello [redacted], Thank you for getting back to us. I'm so glad I was able to speak with you over the phone and work with you to reach a desired resolution.
We encourage you to reach out to us if you have any additional questions about your case and invite any Thumbtack professional with questions to reach out to us as well. We care about the success of our professionals and want them to have a good experience with Thumbtack. We wish you the best of luck with your business.
Sincerely,
[redacted]
Final Consumer Response /* (2000, 12, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted what was proposed and this case can be closed.