Coffee Society

Thank you for reaching out to us through the Revdex.com. We would like to take this opportunity to address your concerns here.
 
Customers who use Thumbtack to find service professionals have the option to write out a custom message to professionals, or there are conversation...

starters they can use as well. We found that customers can be overwhelmed with the quotes and unsure how to take the next step in hiring. Following the launch of these conversation starters, our data has shown an increase in overall conversations, which drives an increased hire rate for the professionals on the site. As this is a part of our new Pro Assist program, any feedback from professionals on how this can be improved is very appreciated. We take feedback seriously and use it to make the right changes.
 
If you have any questions or concerns, or would like to revert back to the original payment model please reach out to our support team at [redacted]. We are here to help.
 
Sincerely,
 
Thumbtack Support
[redacted]

Thank you for reaching out to us about this through the Revdex.com. We are glad you were able to speak 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 do not often occur on Thumbtack, but when they do our Marketplace Integrity team is there to help. This team is in place to help customers and professionals 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]
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]
[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.
Professionals who use Thumbtack pay to introduce their business to customers who are looking to hire....

If the quote is not viewed by the customer within 48 hours, the credits will automatically be refunded. 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 will take the appropriate action as we respect the professionals who use Thumbtack.
We want to see professionals be successful on Thumbtack. In order to help pros achieve, we’ve 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.
Sincerely,
Thumbtack Support
[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 [redacted] about your concerns. I’d like to take the opportunity to address them here.
To clarify the review policy, if the review does not relate to the professionalism of the business or the work completed it does not accurately reflect the customer’s experience. Our team has reviewed the request and based on these guidelines determined that it is not in violation the policy and will remain on the site. Our review content policy can be viewed here:  [redacted].
We understand receiving a negative review is frustrating, especially when there’s two sides to the story. This is why professionals can respond to reviews and they responses will be displayed on their profile along with the review.
If you have any additional questions or concerns about our review policy, please feel free to reach out to us at [redacted]. We’re here to help.
Sincerely,
[redacted]
Thumbtack Support
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/10/01) */
Thank you for taking the time to reach out to us about 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, so each request goes through a 9 step verification system before a professional sees it. The verification process includes automated and manual systems that filter through requests that look questionable, and makes sure that the request has the information that professionals need to determine if they are a good fit for the job. We know that maintaining our request verification system is crucial to our marketplace, and we want every professional to feel confident sending quotes. We're always willing to take a second look at any request that seems suspicious, and are happy to refund the credits spent if the request goes against our terms of use. 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.
In an effort to create the best possible experience for our professionals, we've done extensive research into things they can do to increase their chances of being hired. We recommend that professionals include a price in their quote, because it's a factor that customers take into consideration when deciding who to hire. Quoting $0 can make customers wary, because they don't know what the average cost of doing business with the company is. We have a tool available so professionals can indicate that they need more information about the job before they quote. This helps open up communication between the customer and professional, and gives the pro the opportunity to get more information about the project.
We offer credits as a courtesy to help businesses test our system out. We offer this courtesy because we are confident that professionals can get work by using our site. Along with the credits, we give custom feedback on the professional's profile, and coach them on things they can do to get the most out of our site. We also have other online sources such as webinars, help articles and informational videos available so professionals can research winning strategies themselves. You can see them here: https://www.thumbtack.com/pros/.
We would love to help you take advantage of all the information we have to help you be successful. Please feel free to contact us if there's anything else we can do.

Complaint: [redacted]I am rejecting this response because you have not addressed my original concern. Because we have explained exactly what is included in our service, we should NOT be billed when customers click "what is included in your price?" We have already explained what is included in our price and, thus, should not be billed $10-$30 for that transaction.
I would understand if we were billed for any follow-up communication, but we should NOT be billed when a customer asks a "suggested question" that we have already answered. 
Please issue us a refund for each of the times where a client has asked us what is included in our price when it was clearly explained in the first place.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/19) */
Hello[redacted],
Thank you for reaching out to us through the Revdex.com about your concerns. I would like to address these concerns here.
One of the best features of Thumbtack is that each professional can review all customer...

requests for free and they can then choose which customers to send quotes to. This gives them complete control over how and when they spend their money. If a professional has a dispute or question about payment, we encourage them to reach out to us. We will address the issue right away.
We understand that it can be frustrating for professionals when they are not getting hired. Each of our requests goes through a verification process that is both manual and automated, and we've found that 80% of customers come to Thumbtack ready to hire. That being said, we encourage all professionals to report anyting that looks suspicious and we will look into it right away. We respect our professionals and the money and time they spend with us.
We want our professionals to get hired and find success. This is why we have done research and created an online resource called a Pro Center, compete with articles to help our professionals present their business in the best way for success. This Pro Center can be seen here: [redacted] Our customer support is also available by phone at [redacted] and email via [email protected].
We are always willing to help any professional who has concerns or questions.
Sincerely,
[redacted]
Thumbtack Support
[email protected]
[redacted]

Complaint: [redacted]
I am rejecting this response because: The marketplace and saftey team has simply not done nearly enough or anything for that matter to resolve any of my situations.1. Allowing ex-cons into my home who were advertised as clearing a Thumbtack background check... great.2. Being conned by a contractor, who then damaged my house and refused to fix any of it, with the thumbtack team asking me to wait weeks to get some professionals to quote out repairs, while I am running a time sensitive project.3. Being possibly conned by another contractor and then telling me that their justice is to remove them off the thumbtack platform, and therefore I cannot use their system to pursue them conveniently within small claims court... come on... how is any of this helpful to me as a customer and user of thumbtack?4. Telling me the extensive photos of the damage I sent are not creditable due to the fact that the bathroom wasn't finished to begin with.... why would I have a contractor work on a finished bathroom? 
Sincerely,
[redacted]

Thank you for reaching out to us through the Revdex.com. We’d like to take this opportunity to explain more how the site works.
Thumbtack is an advertising platform where professionals can send their business information to customers who are looking to hire. Professionals pay for...

each introduction they send to customers. 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.
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]

Complaint: [redacted]I am rejecting this response because: I have already have numerous interactions with your customer support team (though I only seem to be allowed to interact with [redacted], despite my numerous requests to escalate to someone else.)  I have responded very quickly and provided very clear evidence that I am a CPA in the State of Texas, and quickly ask for refund when it became clear that Thumbtack was not able to provide what was promoted.
 
I only want a refund-- I would not have "purchased" any credits had I known that I couldn't be listed, with my professional name as I prefer, and being certified as a CPA. 
Please do not make this any more of a hassle for me. I have wasted enough time.
Sincerely,[redacted]

Hello [redacted],
Thank you for reaching out to us through the [redacted] about your concerns and for working with our Marketplace Integrity team as well. We would like to address your concerns here as well.
We understand that this situation is extremely frustrating. Thumbtack works as...

a marketing platform and the professionals who advertise on our site are not endorsed by Thumbtack. It is also up to each professional to determine what licenses are necessary and follow their state and federal laws. Professionals who use Thumbtack may display their credentials and licenses on their profiles and we encourage customers to take this information into account when choosing which professional to hire.
Though the professionals on Thumbtack are not employed or endorsed by Thumbtack, we expect them to offer quality services. In this particular case, we have removed the professional from our platform as they have failed to resolve the issue.
Our Marketplace Integrity team is well trained and available if you or any customer or professional has any questions. Please feel free to continue to correspond with this team and they will help in any way they can.
Sincerely,
Thumbtack Support
[redacted]

Thank you for reaching out to us through the [redacted] about your concerns. I’d like to take this opportunity to address them.
It’s important to us that professionals are introduced to interested customers who are ready to hire. Before requests are sent to pros, 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’re 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 professionals to be successful on Thumbtack. In order to help pros achieve, we’ve 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’re here to help.
Sincerely,
Thumbtack Support
[redacted]

We understand how important your security and privacy is.
At Thumbtack we value that as well, and want professionals to feel secure when giving us personal information. We sent you an email with more information about your specific case.
Please feel free to respond to that email if you have any questions or additional concerns. We are here to help.
Sincerely,
Thumbtack Support
[redacted]

Complaint: [redacted]I am rejecting this response because: I communicated with your Marketplace Several times only to never receive a response. They took the word of the professional that he provided a refund with confirmation than reopens the dispute. If these professionals are using your site to attract customers you should do a better job of screening them. It wasn't until the professionals became unresponsive that I did further research to see others had commented on how he does this all the time or doesn't do the work. [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]

Complaint: [redacted]I am rejecting this response because: I want a full refund you referred this person.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/28) */
Hello [redacted],
Thank you for reaching out to us through the Revdex.com about your concerns. Due to your desired resolution, we have chosen to address your concerns here instead of via phone.
As far as requests are concerned, we...

send them to our professionals when they are submitted to us by customers. However, if a professional is not receieving requests, it may be due to settings on their profile that are limiting the request flow. Professionals experiencing these issues can go to our Help Center, which is an online resource created to assist our professionals. This can be accessed here: https://help.thumbtack.com/#!:aa:kA1iXXXXXXXJmAJ.
Professionals are also always welcome to contact us by phone or email as well, as our customer support team will aid them promptly.
We know that it is very frustrating for our professionals when they do not hear back from customers, and this is not the experience we want our professionals to have while using Thumbtack. Professionals may also refer to the Help Center for help on getting hired and showcasing their business. Again, professionals are welcome to contact our customer support team by phone at XXX-XXX-XXXX or email via [redacted]@thumbtack.com. Our highly trained support team will take care of each professional or customer who contacts us. All of these resources have been created because we care about the success of our professionals. We not only want them to use Thumbtack, if it suits their business, but we want them to get hired.
Please let us know if you have any other questions or concerns. We are always here to help.
Sincerely,
[redacted]
Thumbtack Support
[redacted]@Thumbtack.com
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not only have I used your help center, I have talked with one of your "professionals". The service that I ordered, that I was told by your staff would be a boon to my business, is NOT even remotely helpful, and in fact is a huge waste of time to write quotes to ghost, potential customers. I simply would like my money back since this is absolutely NOT the service I was promised.
Final Business Response /* (4000, 9, 2016/01/07) */
Hello [redacted],
Thank you for your response. Thumbtack is a channel that allows professionals to target their marketing to the customers they choose. Our goal is to ensure that professionals' information is seen by customers seeking their type of service. This is why we will refund a professional if a customer does not view their quote within 48 hours.
Each customer request that is submitted to us goes through a verification process that is both automated and manual. We have also found that 80% of customers come to thumbtack ready to hire. That being said, we encourage all professionals to report anything that looks suspicious. We will carefully look into it as we respect our professionals' time and money and take these type of things very seriously.
Though our goal is primarily the introduction of professionals and customers, we also want our professionals to get hired. We know we only succeed if they succeed. This is why we are always happy to speak with professionals, either by phone or email. We encourage any professional who is having difficulty getting hired to contact us.
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.)
It is not even a resolution. It is simply a statement about their company. They have made NO attempt at resolution.

Thank you for reaching out to us through the Revdex.com about your concerns. We would like to take this chance to address them here.
[redacted] is a new program where professionals quote for free and only pay when they hear back from customers. [redacted] will match...

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.
[redacted] is a new feature, and we apologize for any errors you experienced while enrolled, or miscommunications that may have happened while working with our support team. Your refund was processed on February 23rd, 2018.
If you have any additional questions or concerns regarding your account, please reach out to us at [redacted]. Our team is here to help.
Sincerely,
Thumbtack Support
[redacted]
Tell us why here...

Complaint: [redacted]I am rejecting this response because: the review in question is a clear violation of the content policy. The review in question is a false post, as no work was completed for the "person who posted" the review. No due diligence was completed on the part of Thumbtack to verify any information in the review. Please have the review posted by [redacted]. removed immediately.Sincerely,[redacted]